Service quality assessment of the mobile operator

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27510%2F14%3A86092159" target="_blank" >RIV/61989100:27510/14:86092159 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Result language
angličtina
Original language name
Service quality assessment of the mobile operator
Original language description
The aim of this paper is to present a model measuring the customer satisfaction ? the service quality assessment called SERVQUAL. Field survey was conducted in October 2014, respondents were users of mobile operator. The paper presents a practical demonstration of the application of the SERVQUAL method for a mobile operator. This simple procedure can be applied to all areas of service provision. The priority of every company should therefore be keeping a regular customer, ideally loyal and satisfied. The main benefit of using these tools measure the quality of both the questionnaire survey, SERVQUAL method, or other methods of measuring customer satisfaction as ECSI method, or QFD, is to reduce costs, time savings, including the administrative simplification operation of the business and ultimately greater insight about customers.
Czech name
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Czech description
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Project
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Continuities
I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Publication year
2014
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection
Proceedings of International Conference on Applied Science, Management and Technology 2014 (ICASMT 2014) : 4th & 5th December 2014, Corp. Executive Al Khoory Hotel, Dubai, UAE
ISBN
978-93-83701-04-9
ISSN
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e-ISSN
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Number of pages
4
Pages from-to
12-15
Publisher name
Mudranik Technologies
Place of publication
Bangalore
Event location
Dubaj
Event date
Dec 4, 2014
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
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