A Comparison of Customers’ Expectations and Perceptions of Kurdistan Telecommunication Company’s Performance Using Servqual Model

Abstract

The present article aims to identify the dimensions of the customers’ perception of the services provided by Kurdistan Telecommunication Company. With regard to the fact that what is now considered an advantage in service – giving units and causes their primacy is the quality of services, several methods have been presented by the experts of this field in order to identify and measure this qualitative criterion and to convert it into a quantitative and measurable one. In this article, initially these methods were classified and reviewed, and ultimately, the gap analysis or servqual method, presented by Parasuraman and zeit Haml, was selected. To do this , a questionnaire was devised and surveyed based on the five gaps of service quality to measure the level of perceptions and expectations of the subscribers and service-applicants of Kurdistan Telecommunication Company .After we specified the statistical population and the sample size , the questionnaire was distributed among the subscribers’ and applicants. The results showed the presence of gap between the subscribers expected and perceived quality of the services provided by the company. Finally, some suggestions were presented to decrease and eliminate the gaps.

Keywords

• satisfaction
• service quality
• service quality gap
• telecommunication services
• servqual model