Research and Quality Model of Mobile Telephony Services as Perceived by Institutional Customers in Poland

Abstract

The study analyses the quality of mobile telephony services as perceived by institutional customers in the years 2011–2012. The study aims to formulate models of dimensional characteristics and the complex quality of mobile telephony services as perceived by institutional customers in Poland. It also aims to analyse the interdendences connecting the complex quality of these services with three subsequent grouping variables: the voivodeship which the institution is based in, the industry which the institution operates in and the position (rank) the respondent is holding in the organisation structure of the institution. Furthermore, the study is to analyse the differences in the perception of every dimension of characteristics model of the analysed services by people connected with different categories of grouping variables. The conducted research and analyses resulted in a five-element model of dimensional characteristics and a five-term polynomial of the first degree describing the model of the perceived quality of the analysed services. It was found out that the perceived complex quality was affected by the voivodeship and rank grouping variables and by four interactive effects of grouping variables. It was also found that due to individual categories of grouping variables, there is a clear diversity of institutional customers’ attitudes to the fragmentary and complex quality of the analysed service.