Service Quality Perspectives in Telecommunication Sector: Trust and Loyalty Investigation

Abstract

The goal of this paper is to investigate the effect on trust and loyalty in internet services of functional and technological service quality. We have received 300 internet service users from different cities in Iraqi Kurdistan Region. The date has been evaluated through structural equations modeling. The results reveal that technical quality has more impact on trust and loyalty than functional quality does. Secondly, it was observed that technical quality impacts both trust and loyalty directly while function al quality has only indirect relationship with loyalty over trust. We have given managerial implications to the managers in the sector.