Cross-national assessment of service quality in the telecommunication industry: evidence from the USA and Germany

Authors: Leisen B.; Vance C.

Source: Managing Service Quality, Volume 11, Number 5, 2001 , pp. 307-317(11)

Publisher: Emerald Group Publishing Limited

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Abstract:

The successful standardization of service quality in the telecommunication industry across multiple nations demands, as a precondition, that the countries in question expose similar service quality dimensions and that the importance of these dimensions to overall satisfaction with the service is also similar. Investigates if these conditions are met in the telephone services sector of the telecommunication industry in the USA and Germany. Confirmatory factor analysis results of various alternative dimensionalities provide the best support for a five-dimensional conceptualization in both countries. However, the two countries differ in their respective importance evaluations of particular service quality dimensions, which make it difficult to provide a standardized service quality solution. Briefly discusses implications of these results in terms of effective service quality design and delivery for global competitiveness.

Keywords: Service Quality; Customer Satisfaction; Telecommunications Industry; Germany; Usa

Document Type: Research article

DOI: http://dx.doi.org/10.1108/EUM0000000005904

Publication date: 2001-09-26