Service quality, customer satisfaction and loyalty in the Yemeni mobile service market
by Mamoun N. Akroush; Shuhd A. Dawood; Issra B. Affara
International Journal of Services, Economics and Management (IJSEM), Vol. 7, No. 1, 2015

Abstract: The purpose of this research is to reveal the service quality dimensions (SERVQUAL) from the customers' perspectives, and to examine their effect on customer satisfaction and loyalty in Yemen's mobile service market. Using a structured questionnaire, 1400 questionnaires were delivered to customers from which 999 were valid and useable for data analysis. Utilising structural equation modelling, we found that SERVQUAL is a four-dimensional construct consisting of reliability, empathy and assurance, tangibles and responsiveness in opposing to five as proposed by the original hypothesised model. Reliability, empathy and assurance, tangibles positively and significantly affected customer satisfaction. Also, customer satisfaction positively and significantly affected customer loyalty. The results provide managers and CEOs of the Yemeni mobile service operators with significant managerial implications regarding the service quality dimensions and the vital role they play to ensure customer satisfaction and loyalty alike.

Online publication date: Tue, 03-May-2016

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services, Economics and Management (IJSEM):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?


Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com