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首页> 外文期刊>Theoretical Economics Letters >A Comparison of Service Quality Dimensions in the Mobile Service Market: Evidence from Emerging Markets
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A Comparison of Service Quality Dimensions in the Mobile Service Market: Evidence from Emerging Markets

机译：移动服务市场中服务质量维度的比较：来自新兴市场的证据

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This study compares service quality (SERVQUAL) dimensions from customers’ perspectives and examines their impact on customer satisfaction in the mobile service markets of Jordan and Yemen. A questionnaire was distributed to 1400 participants in both countries. Utilizing structural equation modeling (SEM), it was found that the most important SERVQUAL dimensions in the studied countries are: reliability, interaction quality (empathy, assurance, and responsiveness), and tangibles in Jordan; and reliability, assurance-empathy, tangibles, and responsiveness in Yemen. In both samples, SERVQUAL was able to predict customer satisfaction, whereby reliability exerted the strongest effect, and it successfully measured service quality from customers’ perspectives in both countries. Furthermore, the current study provides managers of mobile service operators in both markets with insightful knowledge related to SERVQUAL dimensions and their role in ensuring customer satisfaction. Managing SERVQUAL dimensions relative to consumer needs in targeted markets is essential for business competitiveness and marketing strategies.
机译：这项研究从客户的角度比较了服务质量（SERVQUAL）维度，并考察了它们对约旦和也门移动服务市场中客户满意度的影响。向两个国家的1400名参与者分发了调查表。利用结构方程模型（SEM），发现研究国家中最重要的SERVQUAL维度是：可靠性，交互质量（同情，保证和响应能力）和约旦的有形资产;也门的可靠性，保证同情，有形和响应能力。在这两个样本中，SERVQUAL都能预测客户满意度，因此可靠性发挥了最大作用，并且成功地从两个国家的客户角度衡量了服务质量。此外，本研究为两个市场中的移动服务运营商的管理人员提供了有关SERVQUAL维度及其在确保客户满意度中的作用的深刻见识。相对于目标市场中的消费者需求管理SERVQUAL尺寸对于企业竞争力和营销策略至关重要。

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