The Impact of the Perceived Services Quality on Customer Loyalty in the Jordanian Mobile Telecom Companies

Autor:	Suleiman Zayed Al-Neimat, Hamed Omar Abdalla
Rok vydání:	2016
Předmět:	Service (business) Service quality business.industry media_common.quotation_subject Empathy Advertising Loyalty business model Work (electrical) Quality (business) Marketing Dimension (data warehouse) Telecommunications business Reliability (statistics) media_common
Zdroj:	Journal of Business Theory and Practice. 4:219
ISSN:	2329-2644 2372-9759
DOI:	10.22158/jbtp.v4n2p219
Popis:	This study aims to examine the impact of the perceived quality of the services provided by the Jordanianmobile telecom companies on customer loyalty, also this study aimed to determine the most importantclassifications of perceived quality measurement. A questionnaire has been used as a tool to collect datafrom the industrial companies. In addition, the study hypotheses were tested using a simple linearregression analysis. The study found out the existence of positive impact of the perceived services qualitydimensions (Tangibility, Reliability, Responsiveness, Safety and Empathy) on customer loyalty, exceptresponsiveness dimension, which did not show a statistically significant in this study. Hence, topmanagement in these companies need to work on increase the interest of the tangible aspects of theservice quality, and achieving the requirements responsiveness dimension, and reduce waiting times atthe reception office and the telephone service centers.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::614eb6b25aa0ab2af9231a04033b2f05 https://doi.org/10.22158/jbtp.v4n2p219 Zobrazit plný text záznamu