Dahiyat, S., Akroush, M. and Abu-Lail, B. (2011) An Integrated Model of Perceived Service Quality and Customer Loyalty: An Empirical Examination of the Mediation Effects of Customer Satisfaction and Customer Trust. International Journal of Services and Operations Management, 9, 453-490.
https://doi.org/10.1504/IJSOM.2011.041242

has been cited by the following article:

• TITLE: A Comparison of Service Quality Dimensions in the Mobile Service Market: Evidence from Emerging Markets

  AUTHORS: Mamoun Akroush, Ghazi Samawi, Majdy Zuriekat, Metri Mdanat, Israa Affara, Shuhd Dawood

  KEYWORDS: Service Quality, SERVQUAL, Customer Satisfaction, Mobile Telecommunications

  JOURNAL NAME: Theoretical Economics Letters, Vol.9 No.2, February 25, 2019

  ABSTRACT: This study compares service quality (SERVQUAL) dimensions from customers’ perspectives and examines their impact on customer satisfaction in the mobile service markets of Jordan and Yemen. A questionnaire was distributed to 1400 participants in both countries. Utilizing structural equation modeling (SEM), it was found that the most important SERVQUAL dimensions in the studied countries are: reliability, interaction quality (empathy, assurance, and responsiveness), and tangibles in Jordan; and reliability, assurance-empathy, tangibles, and responsiveness in Yemen. In both samples, SERVQUAL was able to predict customer satisfaction, whereby reliability exerted the strongest effect, and it successfully measured service quality from customers’ perspectives in both countries. Furthermore, the current study provides managers of mobile service operators in both markets with insightful knowledge related to SERVQUAL dimensions and their role in ensuring customer satisfaction. Managing SERVQUAL dimensions relative to consumer needs in targeted markets is essential for business competitiveness and marketing strategies.