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The Impact of Service Quality Dimensions on Customer Satisfaction: A Case of Kabul-based Telecommunication Service Providers

Year: 2024

Type: article

Abstract: This study investigates the impact of service quality dimensions on customer satisfaction in Afghanistan's telecommunications sector. The research adopts a quantitative approach, utilizing a convenience sampling method to gather data. The objectives and hypotheses of the study were formulated and analyzed using statistical techniques. A total of 520 customers were surveyed, yielding 487 valid responses. The data was analyzed using the Statistical Package for Social Sciences (SPSS), version 24.0. Initially, a reliability test of the questionnaire was conducted, and Cronbach’s Alpha was found to be 0.867, indicating that all 36 items were reliable and consistent. The study employed scale analysis, correlation, and linear regression for data analysis.

Source: Khurasan University Business Administration Journal

DOI: 10.70621/khur0009

Authors: Dr.Mahboob -ul- haq Haneef, Dr. Abdurrasheed Sahibzada, Mr. Aimal Safi

Institution: Khurasan University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: bronze

OpenAlex ID: W4410936112

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