Service Quality Dimensions and Customer Satisfaction in Telecommunication Companies.pdf

Abstract

The purpose of this paper is to empirically examine the affect of service quality dimensions on thecustomers’ satisfaction in Telecommunication companies in Yemen. These dimensions are tangibility, reliability,responsiveness, assurance and empathy. By using five Likert scale, a set of questionnaire was distributed to 400customers who are currently using the telecommunication companies’ services in Yemen. Linear regression analysisis used to examine the association between the service quality dimensions and customer satisfaction. The resultsshowed that almost the majority of the customers satisfied with services provided by telecommunication companiesand all the service quality dimensions are positively and significantly associated with customers’ satisfaction. Thefinding of this paper may help telecommunication companies to maintain their customers and to enhance itsperformance.