An Empirical Assessment of Service Quality of Cellular Mobile Telephone Operators in Pakistan
Bibliographic record
Abstract
Purpose: The purpose of this study was to examine the dimensions of users’ perceived service quality of cellular mobile telephone operators in Pakistan.Research design / methodology: A structured questionnaire, covering SERVQUAL dimensions of tangible, reliability, assurance, empathy, responsiveness, and additional dimensions of network quality and convenience, was used to measure mobile phone users’ perception about service quality. Convenience sample of 800 mobile phone users was used to collect the data. Confirmatory factor and multiple regression analysis were conducted.Finding: The adapted SERVQUAL with additional dimensions was found to be a valid instrument to measure service quality in mobile phone services. The dimensions of tangible, assurance, responsiveness, empathy, convenience, and network quality found to have positive and statistically significant relationship with mobile phone users’ perceived service quality. Convenience and network quality dimensions found to be relatively most important dimensions affecting users’ perception. The dimension of reliability did not reflect significant effect on customers’ perception of quality.Research limitations/implications: Convenience sample was used to measure mobile phone users’ perception of service quality. Practical implications: SERVQUAL is a valid instrument to measure service quality in cellular mobile telephone operators in Pakistan. Inclusion of additional dimensions and items make it more comprehensive for application in telecommunication services. The dimensions of network quality, convenience, and reliability are important aspects that need managerial attention to attract and retain customers. The regulators in telecommunication industry should take appropriate measure to include these dimensions in undertaking objective assessment of quality of service of cellular mobile telephone operators in Pakistan in safeguarding customers’ interest.Originality/value: Few studies on cellular mobile phone users’ perception of service quality using SERVQUAL, and additional dimensions of convenience and network quality has been carried out in Pakistan. The current study has improved the understanding of mobile phone users’ perception of quality for mobile phone operators, and regulators, beside its practical implications for telecommunication industry in Pakistan. Key Words: Customer service quality, SERVQUAL, Mobile communication service, Pakistan
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How this classification was reachedexpand
Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.003 | 0.000 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.000 | 0.002 |
| Science and technology studies | 0.000 | 0.000 |
| Scholarly communication | 0.000 | 0.001 |
| Open science | 0.001 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one teacher head, not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".