A Survey of the Quality of Services Provided by Kerman Telecommunication Company from Different Perspective in order to Keep and Attract Clients

Pourheydari, Omid; Khaksari, Mohammad; Doust Mohammadi, Mohammad

A Survey of the Quality of Services Provided by Kerman Telecommunication Company from Different Perspective in order to Keep and Attract Clients

Authors

Omid Pourheydari

Mohammad Khaksari

Mohammad Doust Mohammadi

Abstract

The aim of this research is to consider the quality of services provided by Kerman Telecommunication Company (KTC) from different perspective in order to keep and attract clients. In this research, the quality of services by Kerman province telecommunication company in different parts such as: phone, mobile phone, data service and also the quality of presented services by serving offices due to Servqual conceptual model with six aspects; Reliability, Tangibles, Responsiveness, Assurances, Empathy and Convenience are considered. We use survey instrument to collect the data from KTC clients. Our findings indicate that there exist gap between clients’ expectation of KTC and KTC’s performance from six aspects of Servqual conceptual model.

Keywords

Client Satisfaction

Kerman Province Telecommunication

quality of service

Servqual Conceptual Model