The Effect Of Service Quality Dimensions On Customer Satisfaction: Multi Sectorial Application On Communication Sector

Abstract

The aim of this research is to investigate the effect of the five dimensions of service quality on customer satisfaction in a multisectoral area. In this manner the data has been collected by reorganizing and applying the SERVPERF scale for GSM and internet service sectors. Collected data has been used to test the hypthesis using Structural Equation Modeling. Test results clearly indicated that all five dimentions have meaningful effect on service quality in both GSM and internet sectors. Results also show that in case of one unit increase on the service quality has 0,86 unit effect on GSM customer satifcation and 0,93 unit effect on Internet customer satısfaction. Moreover, correlation and ANOVA tests were proposed in order to elaborate the significant differences between dependent and idependent variables.