Abstract:
The main objective of this study is to investigate the impact of PSQ (Perceived
Service Quality) dimensions on customer’s satisfaction in telecommunication
industry. The factor of corporate image functions as mediator between PSQ and CS
(customer satisfaction). The conceptual model based on literature, and the
hypothesis are proposed. The subscribers of telecommunication companies served
as the target population and data collection is done using questionnaire. The results
of data analysis revealed that CI (Corporate Image) mediates the relationship
between PSQ (Perceived Service Quality) and CS (Customer Satisfaction).
Relationship occurred between dimensions of PSQ (Tangibles, Reliability,
Responsiveness, Assurance and Empathy) Customer Satisfaction. As a results of this
study telecommunication organizations are encouraged to improve their service
quality dimensions in order to improve the customer satisfaction of their subscriber
base. This will lead to increased loyalty among their customers and companies will
be able to retain them for longer period of time.
