Authors: J.D. Mahadeo, R. Durbarry
Addresses: School of Public Sector Policy and Management, University of Technology, Mauritius, La Tour Koenig, Pointe-aux-Sables, Mauritius. ' School of Public Sector Policy and Management, University of Technology, Mauritius, La Tour Koenig, Pointe-aux-Sables, Mauritius
Abstract: Competition has prompted firms to be more concerned with the quality of their service delivery, and the Information and Communication Technology (ICT) sector is no exception. Using both quantitative and qualitative instruments, Mauritius offers an interesting case to evaluate service quality in the mobile telephony industry in a highly competitive duopolistic environment. We found that, although customers are satisfied, there are certain quality dimensions that need to be given extra consideration. The consistency of service quality across outlets is found to be heterogeneous, prompting us to conclude that managers recognise the needs of customers in different locations.
Keywords: service quality; customer service; SERVQUAL; factor analysis; mobile telephony; Mauritius; mobile phones; cell phones.
International Journal of Services and Operations Management, 2008 Vol.4 No.6, pp.730 - 744
Available online: 16 Jun 2008Full-text access for editors Access for subscribers Purchase this article Comment on this article