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Tackling service quality in the telecommunication B2B market

Tackling service quality in the telecommunication B2B market This study will attempt to focus on how vendors serve operators, as operator service quality starts with vendor’s technology infrastructure and service quality. The purpose of this study is to exhibit the most important vendor service quality items and dimensions for the operators in the telecommunications industry.Design/methodology/approachA total of 268 employees from various age groups, cities, job levels and departments participated in the survey.FindingsExpected service quality results indicated that operators need high service quality. When telecommunication needs of subscribers are taken into account, it is normal for operators to expect high service quality from vendors. Results also reveal that being dependable and providing continuous support are critical for the telecommunications industry. Perceived service quality results demonstrate that customer expectations failed to be satisfied. In this study conducted in the telecommunications market, the expectations of operator employees regarding vendors is shaped under two dimensions. These dimensions are employee and service center features and provider timeliness and accuracy. When Topsis method was used to determine the most important vendor characteristics, timeliness and trust were identified as the top two criteria.Originality/valueTo the best of the authors’ knowledge, this study is the first to put forth the most important vendor service quality items and dimensions for the operators in the telecommunications industry. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Business & Industrial Marketing Emerald Publishing

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
0885-8624
DOI
10.1108/jbim-05-2018-0160
Publisher site
See Article on Publisher Site

Abstract

This study will attempt to focus on how vendors serve operators, as operator service quality starts with vendor’s technology infrastructure and service quality. The purpose of this study is to exhibit the most important vendor service quality items and dimensions for the operators in the telecommunications industry.Design/methodology/approachA total of 268 employees from various age groups, cities, job levels and departments participated in the survey.FindingsExpected service quality results indicated that operators need high service quality. When telecommunication needs of subscribers are taken into account, it is normal for operators to expect high service quality from vendors. Results also reveal that being dependable and providing continuous support are critical for the telecommunications industry. Perceived service quality results demonstrate that customer expectations failed to be satisfied. In this study conducted in the telecommunications market, the expectations of operator employees regarding vendors is shaped under two dimensions. These dimensions are employee and service center features and provider timeliness and accuracy. When Topsis method was used to determine the most important vendor characteristics, timeliness and trust were identified as the top two criteria.Originality/valueTo the best of the authors’ knowledge, this study is the first to put forth the most important vendor service quality items and dimensions for the operators in the telecommunications industry.

Journal

Journal of Business & Industrial MarketingEmerald Publishing

Published: Oct 7, 2019

Keywords: SERVQUAL; Service quality; Telecommunications industry; Vendor; Operator; TOPSIS method

References