Skip to main content
SpringerLink
Log in

Tri-service model: a concept of service quality

  • Original Article
  • Published:
International Journal of System Assurance Engineering and Management Aims and scope Submit manuscript

Abstract

In this highly competitive and increasingly saturated market, the telecommunication industry can only gain profit by retaining their existing customers by providing high service quality. Using the Indian Public Sector Units (PSUs) as an example, this work aims at studying the major factors of service quality and assessing the customer’s perceived quality of three services (fixed-line, broadband, and mobile). A systematic hybrid multiple criteria decision-making method that combines the analytical hierarchical process technique and the fuzzy synthetic evaluation has been used to examine the service quality framework and evaluate the quality level of the three services used by the PSU customers. The interdependence relation shows that interaction quality, environment quality, provisioning quality, communication quality, value-added service quality, grievance handling quality, and tariff management are the seven major factors in terms of service quality. Grievance handling and interaction qualities and tariff management have become the hygiene factors with regard to customer satisfaction. The assessment of the quality level of three services used by the PSU customers in India suggested that poor service quality enhances the risk of customer migration. The results also indicate that strong interaction and grievance-handling strategies with better communication quality can retain the existing customers. The results presented are limited to the Indian society. It may be adapt to measure service quality of different telecom operators under cross-cultural environment. This research contributes to the literature in the following ways: firstly, it identifies the different quality factors for the telecom service providers in India to assess their service quality. In the next stage, this research examines the priorities of these factors, and in the last, it demonstrates the consumer’s perception of PSU service quality. The quality of service depends on the better interaction and timely solution of the grievances. The relative importance of the factors of telecom service quality has been investigated, and a site-plan for customer retention in the telecom industry has been provided to the managers. To the best of our knowledge, no researchers have tested the service quality of three telecom services on a single platform.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1

Similar content being viewed by others

References

  • Aaker DA, Keller KL (1990) Consumer evaluations of brand extensions. J Mark 1990:27–41

    Article  Google Scholar 

  • Anckar B, D’Incau D (2002, January) Value-added services in mobile commerce: An analytical framework and empirical findings from a national consumer survey. In: Proceedings of the 35th annual Hawaii international conference on system sciences, 2002. HICSS. IEEE, pp 1444–1453

  • Aruldoss M, Lakshmi TM, Venkatesan VP (2013) A survey on multi criteria decision making methods and its applications. Am J Inf Syst 1(1):31–43. doi:10.12691/ajis-1-1-5

    Google Scholar 

  • Bradley I, Price C (1988) The economic regulation of private industries by price constraints. J Ind Econ 37:99–106

    Article  Google Scholar 

  • Brady MK, Cronin JJ Jr (2001) Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. J Mark 65(3):34–49

    Article  Google Scholar 

  • Chang TH (2012) A method of fuzzy preference relation to authorize the worldwide interoperability for microwave access license in Taiwan. Appl Math Model 36(8):3856–3869

    Article  Google Scholar 

  • Chen PT, Hsieh HP (2012) Personalized mobile advertising: its key attributes, trends, and social impact. Technol Forecast Soc Change 79(3):543–557

    Article  Google Scholar 

  • Chiang WYK (2010) Product availability in competitive and cooperative dual-channel distribution with stock-out based substitution. Eur J Oper Res 200(1):111–126

    Article  MATH  Google Scholar 

  • Collins H (1986) Value-added services. Facilities 4(5):13

    Article  Google Scholar 

  • Cronin JJ, Taylor SA (1992) Measuring service quality: a reexamination and extension. J Mark 56(3):55–68

    Article  Google Scholar 

  • Cronin JJ, Steven AT (1994) SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. J Mark 58(1):125-131

    Article  Google Scholar 

  • Cuthbert PF (1996) Managing service quality in HE: is SERVQUAL the answer? Part 2. Manag Serv Qual 6(3):31–35

    Article  Google Scholar 

  • Dabholkar PA (1996) Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. Int J Res Mark 13(1):29–51

    Article  MathSciNet  Google Scholar 

  • Dabholkar PA, Thorpe DI, Rentz JO (1995) A measure of service quality for retail stores: scale development and validation. J Acad Mark Sci 24(1):3–16

    Article  Google Scholar 

  • Dagger TS, Sweeney JC, Johnson LW (2007) A hierarchical model of health service quality scale development and investigation of an integrated model. J Serv Res 10(2):123–142

    Article  Google Scholar 

  • Eccles G, Durand P (1998) Complaining customers, service recovery and continuous improvement. Manag Serv Qual 8(1):68–71

    Article  Google Scholar 

  • Fitzsimmons J, Fitzsimmons M (2006) Service management. McGraw-Hill Higher Education, Boston

    Google Scholar 

  • Flamm K, Chaudhuri A (2007) An analysis of the determinants of broadband access. Telecommun Policy 31(6):312–326

    Article  Google Scholar 

  • Fulp EW, Reeves DS (2001) Optimal provisioning and pricing of internet differentiated services in hierarchical markets. In: Networking—ICN 2001. Springer, Berlin, pp 409–418

  • Garbacz C, Thompson HG Jr (2007) Demand for telecommunication services in developing countries. Telecommun Policy 31(5):276–289

    Article  Google Scholar 

  • Grönroos C (1984) A service quality model and its marketing implications. Eur J Mark 18(4):36–44

    Article  Google Scholar 

  • Hartline MD, Ferrell OC (1996) The management of customer-contact service employees: an empirical investigation. J Mark 60:52–70

    Article  Google Scholar 

  • Hossain M, Leo S (2009) Customer perception on service quality in retail banking in Middle East: the case of Qatar. Int J Islam Middle East Finance Manag 2(4):338–350

    Article  Google Scholar 

  • Hsin CF, Liu M (2004, April) Network coverage using low duty-cycled sensors: random & coordinated sleep algorithms. In: Proceedings of the 3rd international symposium on information processing in sensor networks. ACM, pp 433–442

  • Hunter S, Kleiner BH (2004) Effective grievance handling procedures. Manag Res News 27(1/2):85–94

    Article  Google Scholar 

  • Hussain M, Tsironis L, Ajmal MM (2011) A QFD strategy for improving customer satisfaction: case study of telecom companies of Pakistan. Asian J Qual 12(3):282–295

    Article  Google Scholar 

  • Iwashita, M., Shimogawa, S., & Nishimatsu, K. (2011). Semantic analysis and classification method for customer enquiries in telecommunication services. Engineering Applications of Artificial Intelligence, 24(8), 1521-1531

  • Jabnoun N, Khalifa A (2005) A customized measure of service quality in the UAE. Manag Serv Qual 15(4):374–388

    Article  Google Scholar 

  • Jain SK, Gupta G (2004) Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa 29(2):25–37

    Article  Google Scholar 

  • Jaiswal MP, Raghav B (2004) Cost-quality based consumer perception analysis of voice over Internet protocol (VoIP) in India. Internet Res 14(1):95–102

    Article  Google Scholar 

  • Jallat F, Ancarani F (2008) Yield management, dynamic pricing and CRM in telecommunications. J Serv Mark 22(6):465–478

    Article  Google Scholar 

  • Kang GD (2006) The hierarchical structure of service quality: integration of technical and functional quality. Manag Serv Qual 16(1):37–50

    Article  MathSciNet  Google Scholar 

  • Kleijnen M, De Ruyter K, Wetzels M (2007) An assessment of value creation in mobile service delivery and the moderating role of time consciousness. J Retail 83(1):33–46

    Article  Google Scholar 

  • Kugytė Ramunė, Šliburytė Laimona (2015) A standardized model of service provider selection criteria for different service types: a consumer-oriented approach. Eng Econ 44(4):56–63

    Google Scholar 

  • Kumar SS (2004) Analytical Hierarchial Process-based formal system for R&D project evaluation. J Sci Ind Res 63(11):888–896

    Google Scholar 

  • Kung CY, Yan TM, Lai CS (2009) Analyzing service quality in the mobile communications industry-a comparison between GRA And LISREL methods. J Grey Syst 12(1):49–58

    Google Scholar 

  • Kuo YF, Chen PC (2006) Selection of mobile value-added services for system operators using fuzzy synthetic evaluation. Expert Syst Appl 30(4):612–620

    Article  Google Scholar 

  • Kuo YF, Wu CM, Deng WJ (2009) The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Comput Hum Behav 25(4):887–896

    Article  Google Scholar 

  • Kushwah SV, Bhargav A (2014) Service quality expectations and perceptions of Telecom sector in INDIA. Int J Adv Technol 5(1):1–10

    Google Scholar 

  • Kuusik A, Varblane U (2009) How to avoid customers leaving: the case of the Estonian telecommunication industry. Baltic J Manag 4(1):66–79

    Article  Google Scholar 

  • Lai F, Griffin M, Babin BJ (2009) How quality, value, image, and satisfaction create loyalty at a Chinese telecom. J Bus Res 62(10):980–986

    Article  Google Scholar 

  • Landrum H, Prybutok VR (2004) A service quality and success model for the information service industry. Eur J Oper Res 156:628–642

    Article  MATH  Google Scholar 

  • Lu YL, Han JY, Li FC, Li SS (2005, August) Fuzzy synthetic evaluation on customer loyalty based on analytic hierarchy process. In: Proceedings of 2005 international conference on machine learning and cybernetics, 2005, vol 5. IEEE, pp. 2706–2710

  • Lu Y, Zhang L, Wang B (2009) A multidimensional and hierarchical model of mobile service quality. Electron Commere Res Appl 8(5):228–240

    Article  Google Scholar 

  • Martínez Caro L, Martínez García JA (2007) Developing a multidimensional and hierarchical service quality model for the travel agency industry. Tour Manag 29:1–15

    Google Scholar 

  • Martínez Caro L, Martínez García JA (2008) Developing a multidimensional and hierarchical service quality model for the travel agency industry. Tour Manag 29(4):706–720

    Article  Google Scholar 

  • Negi R (2009) User’s perceived service quality of mobile communications: experience from Ethiopia. Int J Qual Reliab Manag 26(7):699–711

    Article  Google Scholar 

  • Opatha HHDNP, Ismail Z (2001) Towards effective worker grievance handling: some reflections. Analisis 8(1&2):111–127

    Google Scholar 

  • Parasuraman A, Valarie AZ, Leonard LB (1985) A conceptual model of service quality and its implications for future research. J Mark 49(4):41–50

    Article  Google Scholar 

  • Parasuraman A, Valarie AZ, Leonard LB (1988) Servqual: a multiple-item scale for measuring consumer perceptions of service quality. J Retail 64(1):12–40

    Google Scholar 

  • Plymire J (1991) Complaints as opportunities. J Consum Mark 8(2):39–43

    Article  Google Scholar 

  • Potluri RM, Hawariat HW (2010a) Assessment of after-sales service behaviors of Ethiopia telecom customers. Afr J Econ Manag Stud 1(1):75–90

    Google Scholar 

  • Potluri RM, Hawariat HW (2010b) Assessment of after-sales service behaviors of Ethiopia Telecom customers”. Afr J Econ Manag Stud 1(1):75–90

    Google Scholar 

  • Prieger JE, Hu WM (2008) The broadband digital divide and the nexus of race, competition, and quality. Inf Econ Policy 20(2):150–167

    Article  Google Scholar 

  • Pura M (2005) Linking perceived value and loyalty in location-based mobile services. Manag Serv Qual Int J 15(6):509–538

    Article  Google Scholar 

  • Raghubir P (2004) Coupons in context: discounting prices or decreasing profits? J Retail 80(1):1–12

    Article  Google Scholar 

  • Rahhal Wael (2015) The effects of service quality dimensions on customer satisfaction: an empirical investigation in syrian mobile telecommunication services. Int J Bus Manag Inven 4(5):81–89

    Google Scholar 

  • Ren Y, Xing T, Chen X, Chai X (2011) Fuzzy comprehensive evaluation of location plan of city distribution center. Energy Proc 13:479–484

    Article  Google Scholar 

  • Roos I, Friman M, Edvardsson B (2009) Emotions and stability in telecom-customer relationships. J Serv Manag 20(2):192–208

    Article  Google Scholar 

  • Rust R, Oliver RL (1994) Service quality: insights and managerial implications from the frontier. In: Rust R, Oliver RL (eds) Service quality: new directions in theory and practice. Sage Publications, Thousand Oaks

    Google Scholar 

  • Saaty TL (1994) How to make a decision: the analytic hierarchy process. Interfaces 24(6):19–43

    Article  Google Scholar 

  • Satty TL (1980) The analytic hierarchy process. McGraw-Hill, New York

    Google Scholar 

  • Sharma N, Patterson PG (1999) The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services. J Serv Mark 13(2):151–170

    Article  Google Scholar 

  • Shu X (2010) A Hierarchical model of the Chinese mobile communications market: an empirical analysis. Doctoral dissertation, Lincoln University

  • Smith AM (1995) Measuring service quality: is SERVQUAL now redundant? J Mark Manag 11(1–3):257–276

    Article  Google Scholar 

  • Tarasewich P (2002) Wireless devices for mobile commerce: user interface design and usability. In: Mobile commerce: technology, theory, and applications. Idea Group Publishing, 2002

  • Taylor S, Baker T (1994) An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. J Retail 70(2):163–178

    Article  Google Scholar 

  • Thaichon P, Lobo A, Prentice C, Quach TN (2014) The development of service quality dimensions for internet service providers: retaining customers of different usage patterns. J Retail Consum Serv 21(6):1047–1058

    Article  Google Scholar 

  • Vaidya OS, Kumar S (2006) Analytic hierarchy process: an overview of applications. Eur J Oper Res 169(1):1–29

    Article  MATH  MathSciNet  Google Scholar 

  • Vickery SK, Droge C, Stank TP, Goldsby TJ, Markland RE (2004) The performance implications of media richness in a business-to-business service environment: direct versus indirect effects. Manage Sci 50(8):1106–1119

    Article  Google Scholar 

  • Vogelsang I (2010) The relationship between mobile and fixed-line communications: a survey. Inf Econ Policy 22(1):4–17

    Article  Google Scholar 

  • Wang JH, Lu XG, Jiang M, Li XY, Tian JH (2009) Fuzzy synthetic evaluation of wetland soil quality degradation: a case study on the Sanjiang Plain, Northeast China. Pedosphere 19(6):756–764

    Article  Google Scholar 

  • Wei CC, Chien CF, Wang MJJ (2005) An Analytical Hierarchial Process-based approach to ERP system selection. Int J Prod Econ 96(1):47–62

    Article  Google Scholar 

  • Weist P (2009) An AHP-based decision making framework for IT service design. MWAIS 2009 Proceedings 2009:11. http://aisel.aisnet.org/mwai2009/11

  • Westfall RL, Terry P, Siu JM, Mar AS (2002) U.S. Patent No. 6,449,650. U.S. Patent and Trademark Office, Washington

  • Xiaoman Q (2007) The design of telecom tariff packages based on data mining. Mod Sci Technol Telecommun 11:009

    Google Scholar 

  • Zadeh LA (1965) Fuzzy sets. Inf Control 8(3):338–353

    Article  MATH  Google Scholar 

  • Zeithaml VA, Parasuraman A, Berry LL (1985) Problems and strategies in services marketing. J Mark 49(2):33–46

    Article  Google Scholar 

  • Zeithaml VA, Berry LL, Parasuraman A (1988) Communication and control processes in the delivery of service quality. J Mark 52(2):35–48

    Article  Google Scholar 

  • Zekri M, Jouaber B, Zeghlache D (2012) A review on mobility management and vertical handover solutions over heterogeneous wireless networks. Comput Commun 35(17):2055–2068

    Article  Google Scholar 

  • Zhao X, Zhao CY, Jia XF, Li GY (2005) Fuzzy synthetic evaluation of power quality based on changeable weight. Power System Technol 6:002

    Google Scholar 

  • Zheng G, Zhu N, Tian Z, Chen Y, Sun B (2012) Application of a trapezoidal fuzzy Analytical Hierarchial Process method for work safety evaluation and early warning rating of hot and humid environments. Saf Sci 50(2):228–239

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. School of Management, Gautam Buddha University, Greater Noida, Uttar Pradesh, 201 308, India

    Indu Uprety & Amit Chaudhary

Authors
  1. Indu Uprety
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Amit Chaudhary
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Amit Chaudhary.

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

Uprety, I., Chaudhary, A. Tri-service model: a concept of service quality. Int J Syst Assur Eng Manag 8 (Suppl 2), 823–835 (2017). https://doi.org/10.1007/s13198-016-0530-3

Download citation

  • Received:

  • Revised:

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s13198-016-0530-3

Keywords

Search

Navigation