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

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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

Název v anglickém jazyce

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

Popis výsledku anglicky

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

Druh

J_x - Nezařazeno - Článek v odborném periodiku (Jimp, Jsc a Jost)

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

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Návaznosti

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2015

Kód důvěrnosti údajů

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

Název periodika

Advances in Economics and Business

ISSN

2331-5059

e-ISSN

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Svazek periodika

3

Číslo periodika v rámci svazku

6

Stát vydavatele periodika

US - Spojené státy americké

Počet stran výsledku

7

Strana od-do

225-231

Kód UT WoS článku

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EID výsledku v databázi Scopus

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