Title: Intra-organisational quality measurement: the case of cellular mobile services

Authors: Anita Seth, Kirankumar Momaya, H.M. Gupta

Addresses: Department of Electronics and Telecommunication, Institute of Engineering and Technology, DAVV University, Indore, India. ' Department of Management Studies, Indian Institute of Technology Delhi, Hauz-Khas, New Delhi 110016, India. ' Department of Electrical Engineering, Indian Institute of Technology Delhi, Hauz-Khas, New Delhi 110016, India

Abstract: The objective of this research is to analyse intra-organisational quality dimensions in the context of cellular mobile services. Initially, dimensions were derived based on the combination of literature review and insights gained through exploratory interviews. This was followed by a questionnaire-based survey administered to professionals working in cellular mobile service providers in India. There were 146 respondents to this survey. The survey items were subjected to exploratory factor analysis, which was followed by confirmatory factor analysis. The instrument was tested for unidimensionality, reliability, construct and criteria related validity. The resulting validated instrument can be used by cellular mobile service providers for periodic monitoring of quality level within their organisation. Further, an internal quality index derived by aggregating the scores can also be developed, which would give an indication of the performance of an organisation and provide directions to managers where the improvement efforts need to be targeted.

Keywords: cellular mobile services; factor analysis; internal quality; validation; quality measurement; mobile communications; India; quality monitoring; quality index; quality improvement; service quality.

DOI: 10.1504/IJSTM.2006.011000

International Journal of Services Technology and Management, 2006 Vol.7 No.4, pp.347 - 368

Available online: 03 Oct 2006 *

Full-text access for editors Access for subscribers Purchase this article Comment on this article