Students’ perception of the Service Quality Gaps of Omantel Company using SERVQUAL Model

Purpose of the study: The objective study is to determine impact service quality gaps in telecommunications industry Oman, through critically analysing differences between expectations and perceptions relates tangibility, empathy, reliability, responsiveness, assurance. Design/Methodology/Approach: used SERVQUAL model calculate existing telecommunication company operating Sultanate Oman know services provided customers by Omantel Company. sampling this was convenient adopted a questionnaire where size sample 150 which randomly selected from students different faculties at Sohar University. data were analyzed using SPSS program. Findings: findings research revealed that there exists negative relationship customer difference scores two sets variables favor respondents services. reliability factor had largest tangibles smallest difference. Research Implications: results help Company strategically develop areas assurance, responsiveness understand how consumers view service, organization track sustain service. Originality/value: performed rapidly increasing telecom industry, experiencing dramatic changes over time making concentrated efforts keep up with unparalleled, ground-breaking advances technology. This can be extended other sectors market. Keywords: Service Quality, Omantel, Telecommunications Model, Customers’ Satisfaction, Perception Expectations.