A Study of Loyalty and Satisfaction of Mobile Network Providing Companies in Yemen

Abstract

This thesis is concerned with the customer satisfaction standards and their components, newlinecustomer loyalty criteria and their components, effeteness of customer satisfaction newlinestandards in customer loyalty criteria in Yemeni telecommunications companies. It newlinefocused on telecommunications in the Republic of Yemen. The data that has been newlinecollected from the study area consists of the four Yemeni telecommunications newlinecompanies, namely Yemen Mobile, MTN, SabaFon, and Y Telecom. The two main newlinevariables are customer satisfaction standards and customer loyalty criteria in Yemeni newlinetelecommunications companies. First, customer satisfaction standards contain price newlinestandards, customer service quality standards and offering standards. Second, newlinecustomer loyalty criteria include trust standards, trademark standards, service provider newlinestandards and customer service staff. The price standards, customer service quality newlinestandards and offering standards led to an increase in customer satisfaction standards newlinein Yemeni telecommunications companies. The customer satisfaction standards, trust newlinestandards, trademark standards and service providers led to an increase in customer newlineloyalty criteria in Yemeni telecommunications companies. The standards of customer newlineservice staff led to an increase in the customer loyalty criteria through significant effect newlinein Yemeni telecommunications companies. The customer satisfaction standards and newlinecustomer loyalty criteria with a general idea must be developed to increase the level newlineof customer s satisfaction and customer loyalty. The estimation of the effeteness of the newlinecomponents of customer satisfaction standards customer loyalty criteria has been newlinediscussed in the thesis. The effeteness of customer satisfaction standards in customer newlineloyalty criteria is analysed by many software viz. SPSS, SPSS AMOS. The allocation newlinedata might be considered as sensitivity analysis for the proposed model the newlineapplications of real life. The proposed model made by AMOS in the study add newlinecontributions to the international marketing environment