Abstract
This study aimed to assess the quality of mobile telecommunication services and customer satisfaction in Afghanistan. The study was carried out using quantitative methodology and SERQUAL model, with, a total of 270 customers being surveyed. The research question, study objective and the hypotheses were all set. Descriptive statistics and Pearson correlation were used for data analysis and testing the hypotheses. The research indicated that there is a relationship between perceived service quality and customer satisfaction. This study also found that mobile telecommunication customers are not satisfied with the quality of the services they receive if their expectations exceed their perceptions, when taking into account all of the variable factors. It is recommended that mobile telecommunication companies conduct regular market research on customer satisfaction to identify the changes in their expectations. Moreover, mobile telecommunication companies are advised to consider customer satisfaction as their business success indicator along with profit in their developed strategies
| Original language | English |
|---|---|
| Pages (from-to) | 119-133 |
| Number of pages | 15 |
| Journal | Journal of Economic & Management Perspectives |
| Volume | 11 |
| Issue number | 4 |
| Publication status | Published - 2017 |
| Externally published | Yes |