APPLYING HIERCARCHIAL SERVICE QUALITY MODEL IN MEASURING MOBILE PHONE SERVICE QUALITY IN ALGERIA

Abstract

Using mobile phone service as an example, we analysed and tested the validity of the hierarchical model of service quality developed by Brady and Cronin in the measurement of service quality in Algeria; using a sample of 350 respondents representing the customers of mobile phone service providers in Algeria. Through using confirmatory factor analysis and correlation coefficient measurements, we were able to confirm that all three levels of the proposed hierarchical structure; including the primary dimensions of interaction, outcome, and environment qualities, were important and valid in measuring mobile phone service quality in Algeria. Our study results have also enabled us to produce a slightly modified version of the hierarchical model of service quality measurement that is appropriate to the Algerian service sector. Our proposed modified model provides implications for future research on service quality measurements in Algeria.

Keywords: Customer Satisfaction, Hierarchical Service Quality Model, Mobile Phone Service, Service Quality


Article Review Status: Published

Pages: 36-44 (Download PDF)

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