Providing a Multidimensional Measurement Model for Assessing Mobile Telecommunication Service Quality (MS-Qual)
- سال انتشار: 1392
- محل انتشار: مجله ایرانی مطالعات مدیریت، دوره: 6، شماره: 2
- کد COI اختصاصی: JR_JIJMS-6-2_001
- زبان مقاله: انگلیسی
- تعداد مشاهده: 89
نویسندگان
Assistant Professor of Management Science, Department of Business Management, Persian Gulf University, Bushehr, Iran
Assistant Professor of Management Science, Department of Business Management, Persian Gulf University, Bushehr, Iran
Master of Management Science, Department of Business Management, Persian Gulf University, Bushehr, Iran
چکیده
Because of the need to develop specific measurement scales for different services industries, this study aimed to empirically develop a reliable and valid model specifically for measuring mobile telecommunication service quality. A multidimensional measurement model (MS-Qual) has been proposed based on an extensive literature review and then, to assess the model validity, convergent and discriminant validity have been established based on the survey data gathered from ۳۶۳ of Iranian mobile phone subscribers. Findings of this study showed that customers form their service quality perceptions based on their evaluations of seven primary dimensions including: network quality, value-added service, pricing plans, employees’ competency, billing system, customer services, and service convenience. This study has several practical implications. First, practitioners could use developed MS-Qual scale for measuring and managing service quality in the mobile telecommunication sector. Second, this study showed that customers’ evaluation of value-added service, pricing plans and service convenience are most important factors in their overall perceived service quality. Mobile phone operators could use these results to set their priorities for the development of service quality, to better utilize their resources.کلیدواژه ها
Service quality, Telecommunication, Multidimensional scale, Discriminant validity, Scale validationاطلاعات بیشتر در مورد COI
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