As the present research examined service quality factors in a single firm, additional studies need to be
undertaken to examine customer satisfaction patterns in other regions and with larger samples. Nevertheless,
we would argue that our findings provide additional insight into customers’ perceived satisfaction within the
telecommunications domain. Results of this study should encourage strategy development for superior
service quality management particularly in the areas of assurance, empathy and responsiveness. Training
programs should be tailored equip staff with necessary skills to better serve the customers and ultimately to
remain competitive in the market.