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C/M/1555. Dissertation. Evaluation of the service quality of UK telephone service providers based on SERVPERF ratings

WORDS:

20800

DATE:

2010

PRICE:

209.99 GBP

This dissertation is an evaluation of the service quality of telephone service providers in the UK. A study was carried out using qualitative research methods to gain customer views on the service that they received from their providers, based on the SERVPERF ratings scale for service quality. This is a tool to gain insights into how customers perceive a number of tangible and intangible elements of service quality. 261 respondents were given a questionnaire to complete on how they saw their telephone service provider’s levels of quality. The results were assessed and evaluated against industry and academic literature in the area and recommendations provided for future research and commercial implications of the work. The dissertation aims to answer three research questions: What are the current levels of service quality amongst five of the main telephone service providers in the UK? What factors help to explain the nature of service quality amongst these telephone service providers in the UK? What part does levels of service quality play in customer retention and satisfaction?

KEYWORDS: Dissertation, Service quality, SERVPERF, Telephone Service Providers, customer service, customer retention, customer satisfaction, telecommunications industry, business,