Abstract
SERVQUAL is a scale used to determine the quality of telecommunication services. This scale aims to measure the difference between the service users by comparing their expectations from the service and their level of perception of the service they receive. With the widespread use of 4.5G, mobile operators have started to focus their infrastructure investments, tariffs, and advertisements on mobile data speeds and services (watching videos, playing online video games, instant messaging, etc.). The mobile services offered by the operators are affected by different factors such as the coverage power of the operator in that region, the time-dependent traffic of the customers, and the weather conditions. Therefore, differences can be observed between the mobile services offered by the operators to their customers and the quality of the services that the customers can access. In the study, it was aimed to measure 4.5G service quality in Gaziantep with SERVQUAL method. This method is a data collection method that enables participants to reveal their satisfaction with using a product or service. The population of the research consists of individuals over the age of 18 who live in Gaziantep in 2023 and use a GSM operator. Interview questions were presented to approximately 600 people and 406 people out of 600 agreed to answer. The sample of the study consists of 406 participants randomly determined from the universe. SERVQUAL scale was used as data collection tool in the study. The scale consists of 22 items and 5 sub-dimensions. Quantitative data analysis methods were used in the analysis of the research data. In this context, the research data were analyzed with the SPSS24 data analysis program. In the analyzes, first of all, information on the demographic characteristics of the participants, percentage and frequency distributions were presented. Due to the normal distribution of the data, the parametric statistical techniques used in the analysis of which the independent sample t-test and ANOVA test. As a result of the research, it was determined that the 4.5G satisfaction levels of the participants were lower than 3.5G. With 4.5G, it was determined that the satisfaction level with the file/video download speed was positive. According to the gender variable of the participants, the expected and actual service quality perceptions are showing similarity. The realized trust perceptions of the participants have income of 8500 TL or less are lower. It was determined that the participants who chose the operator due to Environmental Advice and Service Quality had a high perceived reliability perception of the operator, and a low perceived enthusiasm (willingness).
Keywords
4.5G, Quality of Service, GSM Operators, SERVQUAL Method