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

• Main Authors: Omid Pourheydari, Mohammad Khaksari, Mohammad Doust Mohammadi
• Format: Article
• Language: fas
• Published: University of Tehran 2010-03-01
• Series: ‫مدیریت بازرگانی
• Subjects: Client Satisfaction; Kerman Province Telecommunication; quality of service; Servqual Conceptual Model
• Online Access: https://jibm.ut.ac.ir/article_21212_295b53401d20e5d37e69af88acc12987.pdf
• ISSN: 2008-5907; 2423-5091

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.