Service quality gaps in the Moroccan telecom industry

مقدم أطروحة جامعية

Rankou, Ahd

مشرف أطروحة جامعية

Zaramdini, Walid

الجامعة

جامعة الأخوين

الكلية

كلية إدارة الأعمال

دولة الجامعة

المغرب

الدرجة العلمية

ماجستير

تاريخ الدرجة العلمية

2009

الملخص الإنجليزي

This study deals with measurement of service quality gaps in the telecommunication industry in morocco and has as objective the investigation of causal relationship between quality dimensions and overall service quality and then identifying the quality gaps.

A literature review was performed on service quality, models for measurement of service quality and the telecommunication industry in Morocco.

The research follows the SERVQUAL model, and was done via a questionnaire inspired from the SERVQUAL model for gaps assessment.

8 modified dimensions of SEVQUAL were used to determine the perceptions and expectations of telecommunication users.

Data were collected from 520 respondents in Casablanca.

The total scale reliability for this research is 0.94 showing a high reliability factor.

The findings further show the importance of two dimensions from the initial 8 which are the tangibles and responsiveness.

The analysis reveals the constitutions of ne dimensions that include statement from different dimension and are important for consumers.

A regression model was done to explore the importance of each dimension to the overall quality; the results obtained are not relevant.

ANOVA is also done in order to test the differences of the gap answers with the level of income of respondents, the results reveals that there are 4 dimensions that are significant.

The research comes up with findings that are very helpful for the operators in order to increase the customer satisfaction.

التخصصات الرئيسية

إدارة الأعمال

عدد الصفحات

37

قائمة المحتويات

• APA
• MLA
• AMA

لغة النص

الإنجليزية

نوع البيانات

رسائل جامعية

رقم السجل

BIM-629146