University of Tehran Press Interdisciplinary Journal of Management Studies 2981-0795 6 2 2013 07 01 Providing a Multidimensional Measurement Model for Assessing Mobile Telecommunication Service Quality (MS-Qual) ارائه مدل اندازه‌ گیری چند بعدی برای ارزیابی کیفیت خدمات تلفن همراه 7 29 32062 10.22059/ijms.2013.32062 EN Seyed Yaghoub Hosseini Assistant Professor of Management Science, Department of Business Management, Persian Gulf University, Bushehr, Iran Manijeh Bahreini Zadeh Assistant Professor of Management Science, Department of Business Management, Persian Gulf University, Bushehr, Iran Alireza Ziaei Bideh Master of Management Science, Department of Business Management, Persian Gulf University, Bushehr, Iran Journal Article 2012 10 30 Because of the need to develop specific measurement scales for different services industries, this study aimed to empirically develop a reliable and valid model specifically for measuring mobile telecommunication service quality. A multidimensional measurement model (MS-Qual) has been proposed based on an extensive literature review and then, to assess the model validity, convergent and discriminant validity have been established based on the survey data gathered from 363 of Iranian mobile phone subscribers. Findings of this study showed that customers form their service quality perceptions based on their evaluations of seven primary dimensions including: network quality, value-added service, pricing plans, employees’ competency, billing system, customer services, and service convenience. This study has several practical implications. First, practitioners could use developed MS-Qual scale for measuring and managing service quality in the mobile telecommunication sector. Second, this study showed that customers’ evaluation of value-added service, pricing plans and service convenience are most important factors in their overall perceived service quality. Mobile phone operators could use these results to set their priorities for the development of service quality, to better utilize their resources. https://ijms.ut.ac.ir/article_32062_96b73261576b566982f3422f0b21ae15.pdf