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AuthorAlemadi, Abdulla Nasser
AuthorAbu-Shanab, Emad A.
Available date2022-10-23T09:54:21Z
Publication Date2022-05-11
Publication NameInternational Journal of Information Systems and Change Management
Identifierhttp://dx.doi.org/10.1504/IJISCM.2021.122799
CitationAlemadi, A. N., & Abu-Shanab, E. A. (2021). M-service quality of telecommunication companies in Qatar. International Journal of Information Systems and Change Management, 12(4), 319-344.
ISSN1479-3121
URIhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85130569336&origin=inward
URIhttp://hdl.handle.net/10576/35287
AbstractService quality provided by mobile applications has become a vital element in increasing customers' satisfaction. This study 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 s and loyalty in Qatar's telecommunications sector. The 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 modelling (PLS-SEM). The results show that ease of use, information content, responsiveness and security were the only significant factors that affect M-customer satisfaction. Also, there is a strong relationship between M-customer satisfaction and M-loyalty. Managers should adopt a strategy that focuses on the M-service quality factors to increase customers' loyalty.
Languageen
PublisherInderscience Enterprises Ltd.
Subjecte-customer satisfaction
e-loyalty
e-service quality
M-customer satisfaction
M-loyalty
M-service quality
Qatar
telecommunication
TitleM-service quality of telecommunication companies in Qatar
TypeArticle
Pagination319-344
Issue Number4
Volume Number12
ESSN1479-313X
dc.accessType Abstract Only


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