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Because of the intangible nature of services, there is always a challenge in front of service providers to find out which dimensions of service quality are more important for customers. The author presents the results of a study in India that assesses the service quality perceptions of customers about mobile telecommunication services. EFA explained 69.694% of variance and extracted eight service quality dimensions. The results of a multiple regression analysis show that customers attributed the highest importance to employee performance followed by transmission quality, competitiveness, support attributes, reliability, credibility, operational efficiency, and convenience. The sample consisted of 411 respondents.
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Vikas Gautam (2015) studied this question.
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