A REVIEW OF TELECOMMUNICATIONS SERVICE QUALITY DIMENSIONS

Abstract

The purpose of this paper is to review the service quality dimensions established in various empirical studies conducted across the world specifically applied to telecommunications services. This paper reviews only empirical studies based on survey data and statistical methods of analysis since 2001 till 2017. The aim of this critical review of the different service quality models is to identify the various dimensions which emerged out of the studies, compare the commonality between them and highlight the limitations of the studies. The findings revealed that the meaning of service quality may have some global aspects, as shown by the similarities in the core dimensions proposed in the different studies. This paper supports to the contention that the dimensionality of SERVQUAL and importance of the dimensions vary with the cultural and country context even within the telecommunications industry. It identifies eight service quality dimensions in the telecommunications services - reliability, tangibles, responsiveness, assurance, empathy, network, customer service and convenience. The findings are valuable to academics and practitioners in providing a direction for service quality improvement by indicating the common theme that emerges from the service quality models.

Keywords

• telecommunications service quality
• servqual
• customer services quality
• measure
• review