Service Quality Dimensions Impact on Customer Satisfaction in Telecom Sector of Pakistan

Service quality is crucial factor for customer satisfaction. Customer satisfaction is effected by service quality dimensions. In order to make the customers satisfy every company strives to enhance its quality of services. This research finds out the relationship between service quality dimensions and customer satisfaction in the telecommunication sector Pakistan. A sample of 300 respondents was employed. Research objectives and questions were developed, along with the hypotheses that were further tested and analyzed. Descriptive statistics encompass the simple percentage and means that are used for presenting data and analysis in tabular form. Regression analysis, Pearson correlation coefficient and ANOVA are run to test hypotheses. The study figures out that service quality has effect on customer satisfaction and that there exists a positive relationship between service quality dimensions (except price fairness & empathy) and customer satisfaction. This research is concluded by gaining the attraction of service providers towards improving their technical quality to increase customer satisfaction.