Abstract
This research paper seeks to investigate the level of service quality and customer satisfaction based on customers’ experiences and perceptions in the mobile telecom industry in Samoa. The methodology employed for this research was highly quantitative using random sampling of 116 customers in the city of Apia and in the town of Salelologa Savaii. The findings show that customer satisfaction is positive whilst service quality variables highlighted that the actual experience of the customer on all the criterion denoted positive experiences.
Keywords: mobile services, service quality, customer satisfaction, Samoa
