Customer Satisfaction and Service Quality in the Telecommunications Industry

Abstract

This study examines the relationship between service quality and customer satisfaction in the telecommunications industry. Drawing on the SERVQUAL tradition and telecom-specific service attributes, the study proposes a quantitative framework in which reliability, responsiveness, assurance and empathy, tangibility/access, network quality, and pricing/billing predict overall customer satisfaction. A structured questionnaire is proposed for 300 mobile telecommunications users, with responses measured on a five-point Likert scale. Descriptive statistics, reliability analysis, Pearson correlation, and multiple regression are used to assess the strength of the relationships. Illustrative results show that overall service quality is positively related to customer satisfaction, with network quality, reliability, responsiveness, and pricing/billing emerging as particularly influential. The model further indicates that satisfied customers are more likely to remain loyal and less likely to switch providers. The findings reinforce the importance of combining technical network performance with responsive customer care and transparent pricing. The study offers a compact framework that telecom managers can use to prioritize quality improvements and strengthen retention.