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C/M/2055. Dissertation. Service Quality, Customer Satisfaction and Customer Retention at Mobily Company in Saudi Arabia

WORDS:
14550
DATE:
2011
PRICE:
149.99 GBP

The dissertation examines the issues of service quality, customer satisfaction and customer retention in South Arabian mobile communications company Mobily describing the growing competition within the mobile telephony industry, the communications market of Saudi Arabia and the background of Mobily. The review of literature touches on the definitions and measurement of service quality, the features of service quality in the mobile telecoms sector, theoretical underpinnings of customer satisfaction, its measurements and links with service quality, the issues of customer retention, etc. The methodology of the research is based on the qualitative analysis of secondary sources and primary sources provided by a questionnaire. Conclusions are made about the significance of service quality for customer satisfaction in the Saudi telecoms market.

 

KEYWORDS: Dissertation, Service Quality, Customer Satisfaction, Customer Retention, Mobily Company, Saudi Arabia, mobile telephony, Saudi telecoms market,

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