Muhammad Adnan Azfar
, Kashif Azeem Janjua
Service quality is a dependent factor that can impact the loyalty of mobile network company’s customers. There are different dimensions of service quality as imposed by SERVQUAL model. This model suggests that every network company should enhance their service quality if they want to retain their customer’s loyalty for a longer period. A sample of 500+ users of Ufone mobile network company have been taken through online questionnaire survey and the purpose is to analyze the response of people regarding different service quality dimensions and their impact on customer’s satisfaction. Regression and correlation analysis has been done along with ANOVA test to confirm the validity of hypothesis created in this research. Main facts figured out thorough this research are that customer satisfaction is dependent upon some specific factors that are considered as the indicators of service quality. Some of these are reliability, empathy, network quality. The aim of this research is to acknowledge Ufone network about the quality measures they can implement to achieve higher satisfaction from their customers.
Muhammad Adnan Azfar Dr. Kashif Azeem Janjua “Analyzing Service Quality in Mobile Telecom Sector of Pakistan using SERVQ International Journal of Engineering Works Vol. 9 Issue 01 PP. 08-16 January 2022 https://doi.org/10.34259/ijew.22.9010816.
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