The purpose of this paper is to investigate the service quality of wireless telecommunication services in the UAE.,This study uses the five dimensions of SERVQUAL instrumentation (reliability, assurance, tangibility, empathy and responsiveness) that are believed to represent service quality to approach a result of service quality level through comparing customers’ expectations to their perceptions. A SERVQUAL survey was constructed and distributed among a total number of 100 Etisalat users from four different age groups.,The results showed a significant difference between users’ expectations and the current level of quality of services in tangibility dimension of quality. The other variables were ranked in this order, assurance, reliability, responsiveness and empathy in service quality.,The research findings encompass individuals from society only and may not be practical to generalize the findings to business organizations or industries as they have special offers and packages designed for their nature of the study.,This research is intensely valuable for Etisalat telecommunication company as it reflects and rates their service provided to the individuals of the society (citizens and residents) from five different critical dimensions. Consequently, it offers the firm the chance to improve the negative gaps in their services. Thus, higher customer satisfaction and loyalty.,This study demonstrated that a multi-cultural society could influence customers’ expectations and perceptions of service quality. The study results showed opposing expectations and perceptions to the same dimension from people of the same age group. The highest gaps were found to be in the tangibility and assurance dimensions whilst the lowest gap was found in the empathy dimension.

中文翻译：

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使用SERVIQUAL调查阿联酋提供的无线通信服务的质量

本文的目的是调查阿联酋的无线电信服务的服务质量。本研究使用了SERVQUAL工具的五个维度（可靠性，保证性，有形性，同理心和响应能力），这些维度被认为代表了服务质量接近a。通过将客户的期望与他们的看法进行比较，得出服务质量水平的结果。构建了SERVQUAL调查，并将其分布在四个不同年龄组的100名Etisalat用户中。结果显示，用户的期望与当前服务质量水平在质量的有形性方面存在显着差异。其他变量按以下顺序排序：保证，可靠性，响应性和服务质量的同理心。研究结果仅涵盖社会人士，可能不适合将其推广到商业组织或行业，因为他们有针对其研究性质而设计的特殊优惠和套餐。该研究对于Etisalat电信公司而言具有重要的价值并从五个不同的关键维度评估他们为社会个人（公民和居民）提供的服务。因此，它为公司提供了改善其服务中的负面差距的机会。因此，更高的客户满意度和忠诚度。本研究表明，多元文化的社会可以影响客户对服务质量的期望和看法。研究结果表明，来自同一年龄段的人对相同维度的期望和看法相反。