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A Gap Analysis of Customer Perceptions and Expectation of Service Quality amongst Mobile Telephony Companies in Ghana

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  • Albert Puni
  • Abednego Okoe
  • John B. Damnyag

Abstract

An analysis of service quality amongst mobile telephony companies in Ghana has been conducted using the SERVQUAL quality measurement scale. The research adopted a quantitative research methodology by employing multiple comparison Bonferroni test to measure responses of customer expectation and perceived service delivery by mobile telephony companies. The study revealed that three (3) out of the four (4) network operators sampled recorded negative weighted mean difference between customers perception and expectation on the reliability service quality variable which relates to coverage and low call drops, and this variable is perceived to be the key performance indicator for the firms. Mobile telephony companies however recorded positive weighted mean difference on the tangibility service quality variable. The study concludes that despite the unenthusiastic performance recorded on the reliability measures, customers are maintaining relationship with network operators suggesting that quality does not mean relationship.

Suggested Citation

  • Albert Puni & Abednego Okoe & John B. Damnyag, 2014. "A Gap Analysis of Customer Perceptions and Expectation of Service Quality amongst Mobile Telephony Companies in Ghana," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 5(3), pages 60-70, August.
    • Handle: RePEc:jfr:jms111:v:5:y:2014:i:3:p:60-70
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    References listed on IDEAS

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    1. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
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    Cited by:

    1. Nafi Almuzani & Imam Fahcruddin & Antoni Arief Priadi & April Gunawan Malau, 2019. "Beyond Standard: Do The Marine Engineers Competence?," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 9(5), pages 13-20, May.
    2. Mohammad Anisur Rahman & Xu Qi & Abu Naser Mohammad Saif & Ismail Bin Ibrahim & Rabeya Sultana, 2017. "Assessing service quality of online bill payment system using extended SERVQUAL model (SERVQUAL-Butterfly model): A case study of Dhaka electric supply company limited (DESCO), Bangladesh," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1301195-130, January.
    3. Nafi Almuzani & Imam Fahcruddin & Antoni Arief Priadi & April Gunawan Malau, 2019. "Beyond Standard: Do The Marine Engineers Competence?," International Journal of Business and Social Research, LAR Center Press, vol. 9(5), pages 13-20, May.

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    Keywords

    service quality; mobile telephony;

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