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

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

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...

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Bibliographic Details
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
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spelling doaj-71a8f4bbf7a44b64b9df7a2ed4ac0bc82020-11-25T01:33:44ZfasUniversity of Tehran‫مدیریت بازرگانی2008-59072423-50912010-03-012421212A Survey of the Quality of Services Provided by Kerman Telecommunication Company from Different Perspective in order to Keep and Attract ClientsOmid Pourheydari0Mohammad Khaksari1Mohammad Doust Mohammadi2دانشگاه شهید باهنر کرمانمؤسسه آموزش عالی مهر کرمانمخابرات استان کرمانThe 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.https://jibm.ut.ac.ir/article_21212_295b53401d20e5d37e69af88acc12987.pdfClient SatisfactionKerman Province Telecommunicationquality of serviceServqual Conceptual Model
collection DOAJ
language fas
format Article
sources DOAJ
author Omid Pourheydari
Mohammad Khaksari
Mohammad Doust Mohammadi
spellingShingle Omid Pourheydari
Mohammad Khaksari
Mohammad Doust Mohammadi
A Survey of the Quality of Services Provided by Kerman Telecommunication Company from Different Perspective in order to Keep and Attract Clients
‫مدیریت بازرگانی
Client Satisfaction
Kerman Province Telecommunication
quality of service
Servqual Conceptual Model
author_facet Omid Pourheydari
Mohammad Khaksari
Mohammad Doust Mohammadi
author_sort Omid Pourheydari
title A Survey of the Quality of Services Provided by Kerman Telecommunication Company from Different Perspective in order to Keep and Attract Clients
title_short A Survey of the Quality of Services Provided by Kerman Telecommunication Company from Different Perspective in order to Keep and Attract Clients
title_full A Survey of the Quality of Services Provided by Kerman Telecommunication Company from Different Perspective in order to Keep and Attract Clients
title_fullStr A Survey of the Quality of Services Provided by Kerman Telecommunication Company from Different Perspective in order to Keep and Attract Clients
title_full_unstemmed A Survey of the Quality of Services Provided by Kerman Telecommunication Company from Different Perspective in order to Keep and Attract Clients
title_sort survey of the quality of services provided by kerman telecommunication company from different perspective in order to keep and attract clients
publisher University of Tehran
series ‫مدیریت بازرگانی
issn 2008-5907
2423-5091
publishDate 2010-03-01
description 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.
topic Client Satisfaction
Kerman Province Telecommunication
quality of service
Servqual Conceptual Model
url https://jibm.ut.ac.ir/article_21212_295b53401d20e5d37e69af88acc12987.pdf
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