What is it about?
This paper examines different SQ models reported in the literature applicable to the telecommunications sector. The selected 29 studies were limited to empirical English studies based on survey data and statistical methods of analysis and having the SQ construct defined from the customers’ perspective.
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Why is it important?
The review of various SQ models in telecommunications revealed that the meaning of SQ may have some universal aspects, as demonstrated by the similarities in the underlying dimensions as proposed in different studies. A proposed model for measuring telecommunications SQ was presented as a trial to extract the best of previous models.
Perspectives
This paper lends support to the contention that the dimensions of the telecommunications SQ construct and their importance vary with the cultural and country context.
Dr Sally Ali Mohamed Hassan
Ain Shams University
Read the Original
This page is a summary of: A critical review of alternative measures of telecommunications service quality, International Journal of Quality and Service Sciences, December 2019, Emerald,
DOI: 10.1108/ijqss-08-2018-0066.
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