Study on Service Quality and Customer Satisfaction on the Mobile Phone Provider : A Case of Postgraduate Students in Al-Fateh University of Libya

Khbresh, Ibrahim Albaroni Salem (2012) Study on Service Quality and Customer Satisfaction on the Mobile Phone Provider : A Case of Postgraduate Students in Al-Fateh University of Libya. Masters thesis, Universiti Utara Malaysia.

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Abstract

This study was to find out whether there is a relationship between service quality and customer satisfaction. This study examined the relationship between service quality dimensions (reliability,tangibles,responsiveness,assurance and empathy) and customer satisfaction among mobile phone customers of two mobile phone service providers - the Al Mader and Libyana at the Alfateh University in Libya. This study is designed to provide the benefit for marketing practitioners. It is hoped that the study offer a holistic and in-depth overview of how customer forms, experience and exploit their satisfaction towards services that offered by the mobile phone provider.There are five dimensions service quality which are: reliability, tangibles, responsiveness, assurance and empathy. A total of 205 postgraduate students participated in the study. Data were collected using questionnaire. The questionnaire consisted of 23 items measuring service quality and 8 items on customer satisfaction. On the whole,the results of the study suggest that there exist a significant relationship between the five dimensions of service quality and customer satisfaction.

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