International Journal of Life Science and Engineering
Articles Information
International Journal of Life Science and Engineering, Vol.1, No.2, May 2015, Pub. Date: Apr. 10, 2015
Analysing Electronic Service Quality from Customer Point of View in Telecommunications Company of Esfahan
Pages: 39-44 Views: 4692 Downloads: 1575
Authors
[01] Samira Rahmani-Moghadam, Department of Management, Najaf Abad Branch, Islamic Azad University, Najaf Abad, Isfahan, Iran.
[02] Majid Rashid-Kaboly, Management Department, Esfahan University, Esfahan, Iran.
Abstract
If you want to take maximum advantage of electronic services in the field of information and communication technologies in the pioneering countries in world class, be sure of various applications of information and communication technologies in the best use. Planning for the deployment of these applications will not be effective without them. Evaluate the quality of electronic services and customer satisfaction is one of the strategies that have allowed us to provide the quality of various applications of information and communication technologies such as commerce, e-government, e-services, telecommunication, electronic education and awareness.... and use this feedback to improve the work In this paper, after reviewing the literature on service quality and satisfaction with e-mail clients EUCS model is chosen as a model of study is described, and then use these models to assess the quality of a telecommunications company. The research method used is descriptive research. The research population consisted of all clients Esfahan is a telecommunications company that services the company will use a sample size of 332 patients was determined using the formula and simple random sampling method with reference to the telecommunications company clients of Esfahan was carried out. To assess the quality of the original five variables of ease of use, time savings, service content, appearance and accuracy hypothesis was formed from the consumer's perspective Telecom The sixth hypothesis is related to the overall satisfaction of customers is a telecommunications company. To evaluate the quality of questions with the help of a supervisor and collect relevant data other research model was developed containing 36 questions. The results of this study indicate that the index is easy to use, time saving, service content, appearance and accuracy of the electronic service quality evaluation, higher than average by end-customers was also evaluated. The 95% level meaningful relationship between gender, age and education indicators of EUCS (ease of use, time savings, service content, appearance and accuracy) was observed.
Keywords
Services-Electronic Services, Quality, E-satisfaction Model EUCS, Customer
References
[01] Alves, A. Vieira , A(2006)," The SERVQUAL as a Marketing instrument to measure Services quality in Higher Education Institutions" Marketing Research and Techniques , Esce/ IPS , Campus do IPS , Estefanilha 2910 SETUBAl , Portugal .
[02] Ahire, L.S.etal .(1996)." Derbpment and Validation of TQM implementation Constracts", Decision Sciences .No. 27,pp.23-56.
[03] Arasli, H., Katircioglu, S.T. And Mehtab-smadi, S.,(2005),”A comparison of service quality in the banking industry:Some evidence from Turkish and Greek speaking areas in Cyprus”, International Jornal pf bank Marketing,Vol.23,No.7,pp.508-526.
[04] Awasthiok & Dogra , Balram (2005) , " Measuring Service quality in banks : An assessment of Service quality dimentions ", Abstract Sumited to the Conference on Global competitiveness , Indian Indian Institute of Management kozhikode.
[05] Bartltt. E. Hames, (2007)," Analysis of Service quality in restaurants in China :An Eastern Perspective " , Proceeding of the ABR & Tlc Conference , university of South Carolina.
[06] Berkley , B. y. and Gupta, A.(1994) ," Improving Service guality with information technology", Internafinal yournal of Information Management , 14 , pp. 109-120.
[07] Boller ,G.W. and Babakus , E .(1992) ."An empirical assessment of the SERVQVAL Scale ", Journal of Business Research , Vol . 24 , No . 3, pp. 253-268
[08] Prayag, Girish.(2007) , " Assessing internal tourists , Perceptions of Service quality at Air- Mauritius", International. yournal of Qualit & Reliability Management , Vol. 24.No. 5,pp.492-514.
[09] Karimi, Hakimeh, Sanayei, Ali, Moshrefjavadi, Mohamadhosein , 2011, The study and Assessment of the Banking Service Quality in Isfahan Sepah Bank through Revised SERVPERF Model, Asian Journal of Business and Management Sciences, Vol. 2 No. 4 [09-22]
[10] Mohsin Muhammad Butt, Ernest Cyril de Run, (2010) "Private healthcare quality: applying a SERVQUAL model", International Journal of Health Care Quality Assurance, Vol. 23 Iss: 7, pp.658 – 673
[11] Firdaus Abdullah, Rosita Suhaimi, Gluma Saban, Jamil Hamali, (2011) "Bank Service Quality (BSQ) Index: An indicator of service performance", International Journal of Quality & Reliability Management, Vol. 28 Iss: 5, pp.542 – 555
[12] Norizan Kassim, Nor Asiah Abdullah, (2010) "The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings: A cross cultural analysis", Asia Pacific Journal of Marketing and Logistics, Vol. 22 Iss: 3, pp.351 – 371
[13] Chien-Chang Chou , Li-Jen Liu, Sue-Fen Huang, Jeng-Ming Yih, Tzeu-Chen Han, 2011, An evaluation of airline service quality using the fuzzy weighted SERVQUAL method, Applied Soft Computing, The Impact of Soft Computing for the Progress of Artificial Intelligence, Volume 11, Issue 2, Pages 2117–2128
[14] Salih Turan Katircioglu, Salime Mehtap‐Smadi, Ceyhun Kilinç, Doğan Ünlücan, (2012) "Service quality and university students' satisfaction on the travel agencies: An empirical investigation from Northern Cyprus", International Journal of Quality and Service Sciences, Vol. 4 Iss: 3, pp.299 – 311
600 ATLANTIC AVE, BOSTON,
MA 02210, USA
+001-6179630233
AIS is an academia-oriented and non-commercial institute aiming at providing users with a way to quickly and easily get the academic and scientific information.
Copyright © 2014 - American Institute of Science except certain content provided by third parties.