A Structural Equation Model Perspective-Service Quality on Customer Satisfaction towards selected Indian Mobile Network Service Providers

Service Quality (SQ) results from complete customer service and consistent customer satisfaction and it suits not only to the manufacturing industry but also to the service sector, where the customer is very important. In fact, customers in the service industry are quite keen on service quality and service delivery than in manufacturing because they always interact with front-line service personnel. It is not the same as factory workers. These points-of-purchase contact or “moments of truth” determine whether the customer will return or move to another competitor. The objective of this study is to improve and prove a model for customer satisfaction assisted with service quality. Based on the research and literature the construct and hypotheses were framed. It consists of several questions related to demographics, service quality, and customer satisfaction. Hypotheses were tested through Structural equation modeling and paired t-test were employed in the research. Results revealed that all the dimensions of service quality had a significant gap with regard to expectation and perception of mobile customers and that all the service quality dimensions have a considerable impact on customer satisfaction. It is estimated that the findings of the study may provide a significant knowledge to the service providers and contribute to improving their strategies and marketing operations.