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Factors influencing service quality of "next generation network data service"

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dc.contributor.advisor Samarasinghe, GD Tennakoon, K 2017-02-11T08:11:47Z 2017-02-11T08:11:47Z
dc.description.abstract Telecommunication is one of the fast growing industries in the world which having emerging technologies and playing a major role in infrastructure development of a country. Sri Lanka telecom PLC (SLT) is number one integrated communications service provider & broadband and backbone service provider in Sri Lanka. Government holds 49.5 % shares of SLT & total customer base is over 6.5 Mn. SLT group is comprised with seven subsidiaries and it provides voice, data, video & mobile services to its customer. SLT group contributes to country‟s economy by generating annual turnover more than 60 Bn and 1% of GDP. The purpose of this study is to identify the factors which influencing the service quality of NGN Data services for enterprise customers and identify the service quality gaps. The objectives of the study are to discuss the critical factors which customers are expected and identify the critical service quality gaps. The study was conducted for three enterprise customer segments namely legacy customers who are expected to transfer from existing legacy data network to Next Generation Network, potential customers who are using existing SLT service but not enterprise data package, and existing NGN data customers. The literature survey is conducted to study the available models to measure service quality issues and its independent and dependent variables, and to study the concepts relevant to the study. "A conceptual model of service quality and its implication”, the model explains by Parasurama A., Zeithaml, V.A. and Berry, L.L. (1985) is used as the conceptual model for the research. The study was done with a case based deductive approach and structured questioner was used to collect data from above customer segment. Most of the data was collected using interviewing and few of the data was collected using email feedback. Data was analyzed using SPSS statistical software and reliability and validity test was done to validate the data. Factor analysis was used to analyses the component of the variables. Research objectives were analyzed using descriptive and hypothesis testing using one-way anova. Conclusion of the research were identified according to the result of the data analysis and it explain the critical factors which have service quality gaps and identify the recommended actions need to be taken by SLT to overcome these issues. en_US
dc.language.iso en en_US
dc.subject Customer perceived value, Customer expectation, Service Quality, Next generation Network, Enterprise data services en_US
dc.title Factors influencing service quality of "next generation network data service" en_US
dc.type Thesis-Abstract en_US
dc.identifier.faculty Engineering en_US MBA en_US
dc.identifier.department Department of Management of Technology en_US 2015
dc.identifier.accno TH3276 en_US

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