This investigation reveals service quality gaps in telecommunications providers, indicating the need for targeted staff training and improved customer satisfaction.
This paper is an investigation of how to improve service quality of mobile telecommunications companies by using a modified SERVQUAL model. This study is based on five major service dimensions, reliability, tangibles, empathy, assurance, and responsiveness for establishing the relationship with customer satisfaction. in the competitive world of telecommunications. Structured questionnare was used to collect data from 205 customers who evaluated Vodafone, Orange, Telekom, and RCS&RDS for service quality. The study applies statistics, ANOVA, factor analysis, correlation and gap analysis with the help of R software. The results show notable variations in service quality, including shortcomings in responsiveness and dependability. Factor analysis provides deeper insights into expectations and service delivery by highlighting underlying constructs that influence customer perceptions. The findings highlight the necessity of targeted staff training initiatives, individualised customer service, and continuous network improvements. This study offers telecom providers strategic recommendations to close service gaps, improve customer retention, and strengthen their market position by utilising data-driven insights.
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Despa et al. (2025) studied this question.
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