Abstract:
Along with globalization,new technologies are introduced to the telecommunication
industry in order to enhance service quality which is consequential to attract and
retain rational customers. Previously many researchers focused on the concept of
service quality and customer satisfaction in Sri Lanka. However, researchers saw that
medsurements of service quality are different from country to country. Hence,
research findings of different other countries could not be generalized to Sri Lankan
context. Thus, there is a requirement to research the impact of service quality on
customer satisfaction of telecommunication service in Sri Lanka in order to enhance
the customer satisfaction.
This study is mainly considering primary data. The primary data were collected
through closed structured questionnaire from 200 respondents in Eravur Pattu
Chenkalady Division of Batticaloa. The collected data were analyzed by using,
univariate, correlation and regression analysis.
This study aim to investigate the impact of tangibility, reliability, responsiveness,
assurance and empathy on customer satisfaction
Results revealed that the major dimensions of service quality which impact on
customer satisfaction are empathy, tangibility and reliability. Other dimensions are
responsiveness and assurance do not impact on customer satisfaction. And, this
research revealed that there is positive relationship between service quality and
customet satisfaction in telecommunication in Telecommunication Service.
Consequently, these research findings have provided some useful insight
feedback to Telecommunication service providers in the future,
