Roopchund Randhir
This paper aimed to assess the level of service quality and customer satisfaction at Emtel LTD. As the level of competition is constantly increasing in the telecommunications sector, one key way to stand out of this rivalry is to provide respectable service quality. Service quality is being used as a competitive arm to differentiate them and to create customer satisfaction. The purpose of this study was to gain a better understanding of the service quality dimensions that affect customer satisfaction at Emtel Ltd. In addition, the research also considered on application of the SERVQUAL instrument to assess the quality of service and how this can eventually impact customer satisfaction.