The core objective of this article is to define the level of satisfaction from the present service quality in the Telecom Sector of Pakistan and to examine arbitrating characteristic of consumer satisfaction in defining the consumer loyalty from main service quality. This article emphases on the “GPRSEDGE-3G-4G-LTE and other Broadband Services (Internet Services)” provided by telecom organizations. So far, a limited research has been conductedin internet services provided by Telecom Sector of Pakistan to recognize the influence of consumers’ perceived service quality on consumer devotion via consumer satisfaction. Literature was reviewed in order to underst and what creates service quality, consumer satisfaction and consumer devotion and to pinpoint nature of bond between them. Previous studies used tangibility, reliability, competency and clash control as the main concept of service quality aspects and exhibited positive relationship among the three concepts of service quality, consumer satisfaction and consumer loyalty in telecom sector in Pakistan. Though, this study used SERVQUAL model (Parasuraman, Zeithaml, & Berry, 1988)covering five aspects of service quality to study facilitating part of consumer satisfaction amongst SERVQUAL aspects such as tangibility, dependability, responsiveness, assurance and empathy and consumer loyalty.
customer satisfaction
