| dc.description.abstract | Quality, in the today’s business environment has been recognized as a sustainable source
of competitive environment. Due to the competitive nature of the telecommunication
industry in Kenya, it has become paramount that the network providers consider service
quality as a means of gaining and retaining market share. This research project sought to
find out what is the level of service quality delivery in the industry and what dimensions
of quality do the customers consider as most important and thus establish the focus that
the providers should take. The research was carried out through a descriptive research
design. The population of the study comprised of the mobile phone users in Kenya.
Information was gathered from the customers because this study’s aim was investigating
on the service quality from external customers’ perspectives.The rank order of service
dimensions indicated that network quality is the most preferred dimension by customers
in the industry, followed by responsiveness, reliability, assurance, empathy and tangibles
in that order.The order of priority does not mean that providers can focus only on some
dimensions; all the dimensions have to be provided. But provider’s first and best efforts
should follow in the order. The study further revealed that Essar Telecom (Yu), the
smallest network provider by market share, is ranked the top by its customers in service
quality delivery as compared to the other networks. It is closely followed by Safaricom
Ltd, Airtel networks and Telkom Kenya (Orange) in that order. | en |
