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dc.contributor.advisor Samarasinghe, K
dc.contributor.author Jayakody, J.K.L.A.S.
dc.date.accessioned 2019-01-14T23:01:02Z
dc.date.available 2019-01-14T23:01:02Z
dc.identifier.uri http://dl.lib.mrt.ac.lk/handle/123/13789
dc.description.abstract Service quality is a very important concept that organizations should recognize in order to remain competitive and grow. In today’s competitive environment delivering high quality service is the key for a sustainable competitive advantage. Mobile Broadband has been a highly important technology for everybody’s life in today’s world. Currently Mobile Broadband service is rapidly growing and spreading in Sri Lanka. This study aimed to find out level of importance of different quality parameters of Mobile Broadband service and measure customer perceived quality ofMobile Broadband service in Sri Lanka. Furthermore it recommends strategies required for improving quality of Mobile Broadband service in Sri Lanka. This technology delivers wireless, high-speed internet access almost anywhere. In this study, indicators of quality of service are measured quantitatively. A questionnaire was used for an online survey to collect the predetermined data from the mobile broadband users. Collected data were analyzed using descriptive statistics in order to identify relative importance of QoS dimensions and quantify service quality gap. Considering those findings, strategies were recommended to improve quality of service of mobile broadband service. Scope ofthe study has been narrowed down to mobile broadband users subscribed to Mobile operators with WCDMA based 3G technologies. Reliability and validity of the findings were ensured using statistical methods including Principle Component Analysis and Cronbach’s Alpha. Findings suggest that Reliability is the most important dimension for Mobile Broadband users as many other previous studies related to different services suggested. In this study, Reliability includes delivering promised data speed, network coverage, perceived congestion and accuracy of billing. Further Mobile Broadband users in Sri Lanka are slightly dissatisfied about the mobile broadband service quality, especially regarding Reliability of the service. Also this study proposes that importance of service quality dimensions depends on demographic factors ofthe customers. Mobile broadband service providers are recommended to improve the aspects of Reliability of the service mainly through delivering promised data speeds and expanding network coverage. en_US
dc.language.iso en en_US
dc.subject Mobile Broadband en_US
dc.subject Service Quality en_US
dc.subject Sri Lanka en_US
dc.title Customer perceived quality of mobile broadband service in Sri Lanka en_US
dc.type Thesis-Abstract en_US
dc.identifier.faculty Engineering en_US
dc.identifier.degree Master of Business Administration in Management of Technology en_US
dc.identifier.department Department of Management of Technology en_US
dc.date.accept 2011-11
dc.identifier.accno 104415 en_US


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