Measuring the Service Delivery Quality Mobily Telecom in the Western Region of Saudi Arabia as a Case Study

The objective of this research was to measure thequality of service delivery of the telephone service in MobilyTelecom in the western region of Suadi Arabia so as to detectthe gap type (positive or negative) and determine, if there, thematch between customers’ expectations and employees’perception. To do just this, SERVQUAL model was used.Concerning the sample of the study, Mobily Telecom in thewestern Region (Mecca and Jeddah) was selected. In detail, thesample of company officials was 164 employees and 221customers (both current and potential). The research adoptedthe survey as a tool to collect data. As for results, the researchhas come out with tangible findings, including the following:there is a negative gap between customers’ expectations andofficial’s awareness in terms of the dimensions of service qualityof service and there is a negative gap between customers’perception towards service quality elements and management’sawareness to those elements