A Comparative Analysis of the Service Quality in Public and Private Company Telecommunication Services

Abstract

AbstractIn the existing literature, the practical application of evaluation the QoS is most often reflected independently of each other, which significantly limits a comprehensive understanding of service quality management. The use of techniques helps in analyzing the work of the enterprise, makes it possible to make decisions to take measures to improve the quality of service. Attracting a large number of customers due to the high quality of service will help the company achieve high sales of Telecommunication services, obtain the desired profit and develop new Telecommunication markets. The major focus of the present study is to compare and contrast the quality of service in telecommunication sector with regards to private companies and public companies in Oman based on the customer satisfaction. The major intention of the study is to measure the quality of service with the customer satisfaction using customized model of SERVQUAL with six dimensions. The sixty two responses have been received through using convenience random sampling technique. The data has been examined through using statistical tools like ANOVA, t-test, Microsoft Excel, and SPSS: paired two sample for the means along with the tools of statistics adopted for the present research. The present research finds that the quality of service provided by the private companies and Public companies are almost identical in all the dimensions except reliability in services. The overall result is showing that there were no significant differences between the service qualities between these two companies based on the p-value at 5% significance level in Oman.KeywordsTelecommunicationPerceptionSERVQUALService qualityANOVA