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AuthorAlemadi, Abdulla Nasser
AuthorAbushanab, Emad
Available date2021-10-18T07:21:51Z
Publication Date2021-10-20
Publication NameQatar University Annual Research Forum and Exhibition (QUARFE 2021)
Identifierhttp://dx.doi.org/10.29117/quarfe.2021.0158
CitationAlemadi A. N., Abushanab E., "M-SERVICE QUALITY OF TELECOM COMPANIES IN QATAR", Qatar University Annual Research Forum and Exhibition (QUARFE 2021), Doha, 20 October 2021, https://doi.org/10.29117/quarfe.2021.0158
URIhttp://hdl.handle.net/10576/24344
AbstractToday, although mobile applications make our lives easier, the service quality provided by such applications has become a vital element in increasing customer satisfaction. This research paper aims to identify the significant mobile service quality factors (Application Design, Ease of Use, Information Content, Reliability, Responsiveness, Empathy, Security and Prices and offers) that influence customer satisfaction and loyalty in Qatar’s telecommunications sector. To answer the research question and test the hypotheses that form the study model, data were collected through an online questionnaire of 195 random customers who use Ooredoo or Vodafone mobile applications in Qatar. The proposed model was evaluated using partial least squares structural equation modeling (PLS-SEM). The results show that Ease of Use, Information Content, Responsiveness, and Security are the most significant factors that affect M-Customer Satisfaction. Also, there is a strong relationship between M-customer Satisfaction and M-loyalty. On the contrary, Application Design, Reliability, Empathy, and Prices and offers did not affect M-customer satisfaction. Thus, the managers in telecommunication companies should adopt a strategy that focuses on the M-service quality factors that most influence M-customer satisfaction to increase customer satisfaction rates and loyalty to their products and services. It will also help reduce overall costs by delivering those products and services to a higher proportion of customers through the mobile application rather than physical branches. This paper also helps the researchers use the proposed model in future research to understand these relationships in other countries better.
Languageen
PublisherQatar University Press
SubjectM-service quality
M-customer satisfaction
M-loyalty
Telecommunication
Mobile application
TitleM-Service Quality of Telecom Companies in Qatar
TypePoster
dc.accessType Open Access


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