Comparison of Service Performance and Customer Satisfaction in Telecom Sector. A Research Study of Mobile Communication Karak Pakistan
Authors
SAID ALAM KHAN, MOHIBULLAHKHATTAK and ASGHAR ALI
Abstract
This study was carried out to know the association between Telecommunication services and customer satisfaction. For this study a sample of 150 respondents (75 each from Ufone and Mobilink) were selected through simple random sampling method. A comprehensive questionnaire was used for data collection. The data was analyzed by using descriptive statistic and Comparing mean analysis. Three variables including network base service performance, retailer services and customer services were taken for customer satisfaction assessment. Also the four sub-variables in network based service performance, namely basements, suburbs, cities and ease in calling were analyzed too. In Two Independent variables which are Network Services performance and Customers services result showing that Mobilink is providing better network and customer?s service then Ufone, in Retailer services Ufone is leading. Recommendation for Mobilink is to invest more money to bring more improvement rather than investing in retailer services and for ufone is to invest more money in retailer services to increase the satisfaction level of the customers. Key Word: Customer satisfaction, Network based services performance, Retailer related process performance, and Network operator related process performance.
