Assessing the Competencies of Telecommunication Companies

15830 Words63 Pages
Table of Contents Final Project Title: 4 Assessing the competencies of telecommunication companies in ABC Country 4 CHAPTER 1 - INTRODUCTION 4 1.0 Introduction 4 1.1 Competencies, Strategies and Competitive Advantages 6 1.2 Why Quality and Customer Satisfaction are Important in business today 7 1.3 Telecommunication as a Field of Study 7 1.4 History of Telecommunication in ABC Country 8 1.5 The Cellular Network Providers in ABC Country 8 1.6 Significance of the study 9 1.6.1 Research Questions 10 1.6.2 Research Objectives 10 1.7 Hypothesis of Study 10 1.7.1 Relationship and Key Drivers of Perceived Service Quality 10 1.7.2 Relationship and Key Drivers of Perceived Network Quality 11 1.7.3 Relationship and Key Drivers of Customer Loyalty 12 1.8 Organization of Research Project 13 CHAPTER 2 - LITERATURE REVIEW 15 2.0 Introduction 15 2.1 Competitive Advantage and Strategy 15 2.2 Resources, Capabilities and Competences 17 2.3 Customer Satisfaction 19 2.4 Customer Service Quality 20 2.5 Network Service Quality 22 2.6 Customer Loyalty 23 CHAPTER 3 RESEARCH METHODOLOGY 26 3.1 Introduction 26 3.2 Questionnaire Development 26 3.3 Sampling Procedure 29 3.4 Source of Data 29 3.5 Data Collection 30 Chapter 4 DATA ANALYSIS 31 4.1 Introduction 31 4.2 Descriptive Analysis 34 4.3 Measure of Reliability 35 4.3.1 Testing the Reliability of Scales Used 35 4.4 Correlation Analysis 35 4.4.1 Testing the Relationship of

More about Assessing the Competencies of Telecommunication Companies

Open Document