Advances in Economics and Business Vol. 3(6), pp. 225 - 231
DOI: 10.13189/aeb.2015.030604
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Using SERVQUAL: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services for the Mobile Operator

Hana Stverkova ^*
Faculty of Economics, VSB – Technical University of Ostrava, Czech Republic

ABSTRACT

In today's turbulent world, the most important element for each organization is the satisfied customer. This necessity underlines the need for developing measures that can estimate the current level of services provision, since measurement is the first step towards improvement. Measuring the existing level of services provided can help managers make better decisions for improving customer satisfaction. The purpose of the present study is to (a) measure the level of services provided by mobile operators' in the Czech Republic, (b) evaluate the satisfaction of the mobile operators customers and (c) the present study investigated the gap between customer expectations and customer perceptions with regard to the level of the services offered by the mobile operators in the Czech Republic. Field survey was conducted in October 2014, respondents were users of mobile operator. The paper presents a practical demonstration of the application of the SERVQUAL method for a mobile operator. This simple procedure can be applied to all areas of service provision. Results showed that customers have a negative perception about the services offered by mobile operators.

KEYWORDS
Service, Quality, Competitiveness, Customer, Satisfaction, SERVQUAL

Cite This Paper in IEEE or APA Citation Styles
(a). IEEE Format:
[1] Hana Stverkova , "Using SERVQUAL: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services for the Mobile Operator," Advances in Economics and Business, Vol. 3, No. 6, pp. 225 - 231, 2015. DOI: 10.13189/aeb.2015.030604.

(b). APA Format:
Hana Stverkova (2015). Using SERVQUAL: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services for the Mobile Operator. Advances in Economics and Business, 3(6), 225 - 231. DOI: 10.13189/aeb.2015.030604.