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
—