Impact of Perceived Service Quality (PSQ) Elements on Client Satisfaction in Telecommunication Industry with Perceived Corporate Image as Mediator

( Vol-11,Issue-3,May - June 2025 )

Author(s): Nabeel Mushtaq

Total View : 81
Downloads : 3
Page No: 54-60
DOI: 10.22161/ijaems.113.9

Keywords:

Perceived service quality PSQ, Corporate Image (CI), Telecom, SERVPERF

Abstract:

The main objective of this study is to determine the relationship between various PSQ (Perceived Service Quality) elements and customer satisfaction levels in the telecom business. In terms of customer satisfaction, the Corporate Image factor serves as a mediator between PSQ and CS. The conceptual model and the hypotheses that were drawn from the literature are put forth. Members of the target population telecom businesses were used, and questionnaires were used to collect data. The relationships between PSQ (Perceived Service Quality) and CS (Customer Satisfaction) are mediated by CI (Corporate Image), according to the data analysis results. There was a significant correlation found between customer satisfaction and the PSQ aspects of Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The findings of this study recommend that telecom companies enhance the aspects of their service quality to raise customer satisfaction. Customers will become more loyal as a result, and businesses will be able to hold onto them for longer. A larger sample size may yield a more thorough analysis of this crucial issue.

Received: 11 May 2025; Received in revised form: 08 Jun 2025; Accepted: 13 Jun 2025; Available online: 17 Jun 2025

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