Abstract:
Purpose
The purpose of this research is to analyze which determinants of service quality impact on
customer satisfaction in Karachi telecom companies.
Methodology & Design
To analyze the research issue, quantitative research design has been used where surveys were
conducted from customers of different telecom service providers in Karachi. These service
providers included Telenor, Zong, Ufone, and Warid. Sample size for surveys was 400 while
collected data is analyzed using regression analysis to determine the impact of five
determinants of service quality (reliability, responsiveness, empathy, tangibles, and
assurance) on customer satisfaction.
Findings
Results from regression analysis confirm that assurance, empathy, and tangibles tend to
impact on customer satisfaction of telecom service providers in Karachi. However, reliability
and responsiveness were not found to have impact on satisfaction of customer relating to
service quality.
Limitations
The study was limited in time and scope. Researcher required producing valid findings
within limited time while the scope is limited to customers of Karachi city only.
Recommendations
Telecom companies in Karachi must focus on improving tangibility, assurance, and empathy
for better service quality that can improve their levels of customer satisfaction.
