Service Quality, Customer Satisfaction, and Retention in an ICT Company: A Framework for Developing a Service Quality Model

Service Quality is the primary concern and is rigorously monitored by companies in the service industry, such as the Information and Communications Technology (ICT) sector. The standard of services is determined by the interaction between the service firm and the consumer during the service delivery process. Service Quality is a metric that quantifies the extent to which a service meets the expectations of the consumer. In other terms, how exceptional was the customer experience in comparison to their expectations? Service standard is qualitative, which renders it difficult to quantify. However, there are numerous metrics that can assist your business in determining whether your services are meeting customer expectations, and service standard is one of them. The objective of this investigation was to ascertain the correlation between customer satisfaction, retention, and service standard in order to create a service standard model that would be beneficial to the ICT organization. Additionally, the findings of this investigation may serve as a foundation for the creation of a service standard model to enhance the quality of their services and consumer interactions. As its objective was to investigate the correlation between three variables—customer satisfaction, service standard, and customer retention—this investigation implemented a descriptive-correlational research design. The respondents of this study were the 100 existing subscribers of a ICT Company, who are presently residing in Manila. Purposive sampling was implemented in this investigation.