Category - Ghafar ALQAHTANI

King Saud University, College of Business Administration, Saudi Arabia

Abdulrahman ALTHONAYAN Ayman ALHABIB Essa ALRASHEEDI Ghafar ALQAHTANI Mahmoud ABDEL HAMID SALEH

Customer Satisfaction and Brand Switching Intention: A Study of Mobile Services in Saudi Arabia

The purpose of the study is to investigate first, the relationship between the customer satisfaction and brand switching intention into the Saudi Arabian mobile-service market, and second, the association of service quality, customer service, service pricing, and value-added services with the customer satisfaction. Because of the difficulty of having a frame for the mobile-service customers from their providers, a convenience sample of 350 online respondents with the proper surveying techniques was used in data analysis and testing of the research hypotheses. The findings of the study confirm a significant negative relationship between customer satisfaction and brand switching intention. A 4% percent of the change in brand switching intention could be explained by the change in the customer satisfaction. Only three variables; customer service, service pricing, and service quality are critical determinants for mobile-service customer satisfaction. Customer service explained about 22%...

Read More
Aims & Scope

Expert Journal of Marketing welcomes original academic articles to be published in open access.

Read more about Expert Journal of Marketing→

Guide for Authors

This 'Guide for Authors' provides useful information about the publication process at Expert Journal of Marketing.

Read 'Guide for Authors' →

Current Issue

Volume 5 of Expert Journal of Marketing is now available online

View Current Issue →

Forthcoming Papers

View upcoming finance academic articles accepted for publication.

View Articles →

Send Your Article Now
Bitnami