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Service Quality In Telecommunication Industry In Pakistan

1469 Words6 Pages

1.1 Research Problem:
Service quality and customer loyalty are the main key function for an organization. It is important to focus on quality of service provided by the organizations, which cannot be overlooked by the organization. Service quality is not only alone is essential as it leads to the purchase of products and that quality of the product makes the customer satisfy. Before the service quality it comes the perceived service quality, which a customer perceived from the organization's name, its employees. Perceived Service Quality is perceptive about the services in the mind of the customer that they can judge [1].
1.2 Rationale or Purpose of the Study:
Customer loyalty has been identified as critical success factor in any business organization. …show more content…

 Is there any relationship between customer satisfaction and customer loyalty in Pakistan’ mobile telecommunication industry? 2 Literature Review
2.1 Historical Background of Telecoms Industry in Pakistan
In Pakistan the role of telecommunication was undergone growth in 1962. Since 1991 the massive telecommunication giver in Pakistan is Pakistan Telecommunication Company Ltd (PTCL). At the very first time, in 1994, a multi-national company started first cellular GSM mobile service in Pakistan. At that time only moneyed class was using mobile telephone as a dignity mark. Later in 2001 PTCL has launched its mobile services by the name of Ufone. Now days, five chief companies Mobilink, Ufone, Telenor, Warid, and Zong are playing an important role in mobile cellular industry. The mobile telecom sector is one of the rapid growing parts of Pakistan’s economy and is a basic driver for growth. According to the Pakistan Telecommunication Authority (PTA), Telecom sector is one of the undergone growth sector that put Rs.363 billion during the year of 2012 and as make a comparison to the last year it showed increase of 5.4%. …show more content…

The theory was originated by Anderson [11] based on another influential research of Hovland and Sherif's in the statement of post-exposure product performance which recommend that environmental factors can be affected judgments of objects [12]. For the objective of this study, the environmental factors that can affect consumers’ awareness of telecom services comprise the main product, pricing system, promotion tools, distribution strategy, and customer service. According to this theory, the disparity will be ignored if performance is enclosed by a customer’s thought of acceptance, even though it may fall short of expectation, that is, assimilation will operate and the performance will be considered as satisfactory whereas there will be a least change if they fall within the customer’s thought of

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