Impact of Service Quality on Customer Satisfaction with Special Reference to Mobile Telecommunication Industry of Sri Lanka

Abstract

Purpose – Service quality is crucial for every business organization as it allows companies to differentiate themselves from their competitors and enhance the satisfaction of their customers. The study attempts to examine the impact of service quality on customer satisfaction with special reference to the Mobile Telecommunication Industry of Sri Lanka. Design/Methodology/Approach- A survey was conducted for data collection through a structured questionnaire distributed to the customers of four main mobile service providers. The study followed the random stratified proportional sampling method to collect data. Descriptive Statistics, Cronbach's alpha, Multicollinearity Test, Pearson's Correlation and Multiple Linear Regression were used for data analysis. Findings - The study found a positive and significant relationship of network quality, Assurance and Reliability with customer satisfaction. However, Responsiveness, Empathy and Convenience do not have a significant relationship to customer satisfaction of Sri Lankan mobile telecommunication industry. Contribution - The study fulfils the existing research gap in service quality and customer satisfaction of the mobile telecommunication industry of Sri Lanka. The findings of this study will help the management of mobile service providers to plan their future strategies and enables future researchers to conduct studies related to this area.