DOI: 10.5176/2010-4804_2.3.231
Authors: Dr. Abdulaziz S. Alangari
Abstract:
The objective of this research is to measure the quality of service delivery of the telephone service in Mobily Telecom in the western region of Saudi Arabia so as to detect
the gap type (positive or negative) and determine, if there’s any, the match between customers’ expectations and employees’ perception. To do just this, SERVQUAL model was used.
Concerning the sample of the study, Mobily Telecom in the western Region (Mecca and Jeddah) was selected. In detail, the sample of company officials was 164 employees and 221 customers (both current and potential). The research adopted the survey as a tool to collect data. As for results, the research has come out with tangible findings, including the following:
there is a negative gap between customers’ expectations and official’s awareness in terms of the dimensions of service quality of service and there is a negative gap between customers’
perception towards service quality elements and management’s awareness to those elements.
Keywords: Quality Service; customers; SERVQUAL Model
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