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Using SERVQUAL: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services for the Mobile Operator

The result's identifiers

  • Result code in IS VaVaI

    <a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27510%2F15%3A86096258" target="_blank" >RIV/61989100:27510/15:86096258 - isvavai.cz</a>

  • Result on the web

  • DOI - Digital Object Identifier

Alternative languages

  • Result language

    angličtina

  • Original language name

    Using SERVQUAL: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services for the Mobile Operator

  • Original language description

    In today's turbulent world, the most important element for each organization is the satisfied customer. This necessity underlines the need for developing measures that can estimate the current level of services provision, since measurement is the first step towards improvement. Measuring the existing level of services provided can help managers make better decisions for improving customer satisfaction. The purpose of the present study is to (a) measure the level of services provided by mobile operators'in the Czech Republic, (b) evaluate the satisfaction of the mobile operators customers and (c) the present study investigated the gap between customer expectations and customer perceptions with regard to the level of the services offered by the mobile operators in the Czech Republic. 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 simp

  • Czech name

  • Czech description

Classification

  • Type

    J<sub>x</sub> - Unclassified - Peer-reviewed scientific article (Jimp, Jsc and Jost)

  • CEP classification

    AE - Management, administration and clerical work

  • OECD FORD branch

Result continuities

  • Project

  • Continuities

    I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Others

  • Publication year

    2015

  • Confidentiality

    S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Data specific for result type

  • Name of the periodical

    Advances in Economics and Business

  • ISSN

    2331-5059

  • e-ISSN

  • Volume of the periodical

    3

  • Issue of the periodical within the volume

    6

  • Country of publishing house

    US - UNITED STATES

  • Number of pages

    7

  • Pages from-to

    225-231

  • UT code for WoS article

  • EID of the result in the Scopus database