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.