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W. Boulding, A. Kalra, R. Staelin and V. A. Zeithaml, “A Dynamic Process Model of Service Quality: From Expectations to Behavrioral Intentions,” Journal of Marketing Research, Vol. 30, No. 1, 1993, pp. 7-27. doi:10.2307/3172510 .

has been cited by the following article:

• TITLE: Quality as Determinant Factor of Customer Satisfaction: Case Study of Zain-Kuwait

  AUTHORS: Hasan A Abbas

  KEYWORDS: Quality; Satisfaction; Structured Equation Modeling

  JOURNAL NAME: iBusiness, Vol.5 No.3B, November 8, 2013

  ABSTRACT: The potential of mobile communications market in Kuwait is enormous. Therefore, I test customer satisfaction in the Kuwaiti mobile market by examining the quality construct. In our study, quality is measured through the dimensions: interaction quality, environment quality, and outcome quality. Our results show that outcome quality is the most influential construct over satisfaction. Also, the results find that interaction quality is not significant and carries no important association with customer satisfaction.