Factors Affecting Customer Satisfaction of Mobile Services in Yemen

Hashed Ahmed Nasser M,Salniza Bt Md Salleh,Hamid Mahmood Gelaidan

doi:10.5923/j.economics.20120207.03

Hashed Ahmed Nasser M, Salniza Bt Md Salleh + Show 1 more

Open Access

https://doi.org/10.5923/j.economics.20120207.03

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Journal: American Journal of Economics	Publication Date: Dec 1, 2012
Citations: 44	License type: cc-by

Abstract

<b> </b><b> </b>The aim of this study is to find out the customerâs satisfaction with Yemeni Mobile service providers. This study examined the relationship between perceived quality, perceived value, customer expectation, and corporate image with customer satisfaction. The result of this study is based on data gathered online from 118 academic staff in public universities in Yemen. The study found that the relationship between perceived value, perceived quality and corporate image have a significant positive influence on customer satisfaction, whereas customer expectation has positive but without statistical significance.

Highlights

In a very limited period, mobile telecommun ications have become an increasingly needed service with a very high penetration rate in most countries
The findings obtained from the survey revealed the interesting relationships of the variables, the relevant results are presented in this chapter
All the four objectives of this study investigated the relationship between perceived value, perceived quality, customer expectation, and corporate image, wh ich have a significant positive direct influence on customer satisfaction

Summary

Introduction

In a very limited period, mobile telecommun ications have become an increasingly needed service with a very high penetration rate in most countries. Since 1990, the teleco mmun icat ions sector has b eco me d yn amic an d v it al to th e eco no mic d ev elo p ment o f industrialized nations This is a result of the tremendous techn ical p rog ress, as well as the emergen ce o f many netwo rk operato rs and the ensuing intense co mpet it ion. The usual way to call someone has changed from using the telephone booth or a fixed telephone line to using a personal phone that is carried everywhere we go This growth is responsible for the intense competition between service operators in the telecommun ications industry. This competition is forcing the operators to adopt effective strategies in order to satisfy the customers

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Conclusion