Fostering Employee’s Service Quality and Customer Satisfaction: Evidence from Emerging Pakistan

Abstract

Providing quality services is a key condition for the stable functioning of companies in a changing environment. Given the fact that delivering exceptional quality services deemed to foster firm competitiveness, worldwide service quality and customer satisfaction captivate serious considerations from across the globe. An analysis of literary sources allows us to conclude that customer satisfaction and service quality have long-term predictors to enhance firms’ values. Employee service quality plays a significant role in satisfying customer’s needs in these digital times not only to accomplish firms’ particular objectives but also to socialize firms globally – to sustain customer’s confidence among competitors. The relevance of solving this scientific problem lies in the lack of research work, which highlighted functional aspects of employee’s service quality, yet numerous firms from across the globe are pugnacious to progress services, deteriorating money on ill-conceived service daily-routine packages and undermining credibility with management rhetoric not supported up with some strategic actions. Thus, this study aims to bring a deeper insight view, bonding employee’s service quality and customer satisfaction. A survey distributed on a sample of 278 customers of Telecom industry through electronic and simple forms. A statistical package social science (SPSS) was conducted to calculate the collected data. The results of data analysis revealed that three out of five predictor variables ‘assurance’, ‘responsiveness’, and ‘reliability’ have a significant impact on customer satisfaction while ‘empathy’ and ‘tangibility’ have an in-significant impact on customer satisfaction. According to the results of the study, it was concluded that ensuring customer satisfaction in changing conditions becomes a strategic prerequisite for creating competitive advantages of the company, improving the quality of customer service, in the context of easing pressure on profitability and achieving strategic long-term goals of the company. Therefore, this study peculiarly predicts that employee’s service quality is a crucial antecedent of customer satisfaction explicitly within the context of Telecom Industry in emerging Pakistan. Keywords: Service Quality, Customer satisfaction, Telecom industry of Pakistan, Profitability, Economic instability.