The Impact of Service Quality on Customer Performance With in The Mobile Telecommunications Sector of Egypt
| المصدر: | المجلة العلمية للاقتصاد والتجارة |
|---|---|
| الناشر: | جامعة عين شمس - كلية التجارة |
| المؤلف الرئيسي: | حسانين، عبدالرحمن (مؤلف) |
| مؤلفين آخرين: | Hafez, Eglal Abdel-Moneim (Co-Author) |
| المجلد/العدد: | ع3 |
| محكمة: | نعم |
| الدولة: |
مصر |
| التاريخ الميلادي: |
2020
|
| الشهر: | أكتوبر |
| الصفحات: | 719 - 738 |
| ISSN: |
2636-2562 |
| رقم MD: | 1095742 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Impact | Service Quality | SERVQUAL | Customer Performance | Organizational Performance | Telecommunications | Egyptian | Mobile | Telecommunications Sector | Egypt
|
| رابط المحتوى: |
عدد مرات التحميل
14
| المستخلص: |
Purpose - The purpose of this paper is to empirically investigate the relationship between service quality (SQ) and customer performance (CP) within the Egyptian mobile telecommunications setting. Design/methodology/approach - A valid research instrument was utilized to conduct a survey of 384 top- middle- and supervisory level managers from 3 Egyptian mobile telecommunications companies. Findings - The results indicate that SQ has a significant positive impact on CP. the results also show that Egyptian mobile telecommunications companies have mostly emphasized the responsiveness, reliability and tangibles of their services to boost their CP. Practical implications - The findings reveal that SQ is a true driver of CP in the mobile telecommunications industry in Egypt. Originality/value - This is one of few researches to study the relationship of SQ and CP within the mobile telecommunications setting in Egypt. Research limitations/implications - This is an empirical research applied in the Egyptian telecommunications setting. Its relationships need further investigation in other settings and countries. Also, traditional limitations of a cross-sectional study apply with respect to the attribution of causality and the time lag effects. |
|---|---|
| ISSN: |
2636-2562 |
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