DefinePK

Abstract

Mobile phone related services are growing tremendously all around the world including Kuwait. Due to limited population and multiple service providers, there is enormous competition among major telecommunication service providers in Kuwait. There are three major companies operating simultaneously in the country. In such a highly competitive environment the major telecommunication service provides need to focus upon services they provide to the user in order to survive. User satisfaction is one apex gadget that can hold company on its user segment longer and sustainable. There is no such study available so far that looked in to this aspect user satisfaction, satisfaction plays an essential role for maintaining old clients and attract new ones. According to an estimate the population of Kuwait is more 4 million and the number of service subscriptions is 6.269 million. Meaning each user, on average has 1.5 subscriptions. Currently all three service providers namely (Zain, Ooredoo, and Viva) have online services that provide instant services to their customers, such as paying bills and checking details, new promotions and downloading media, and access to the social networks. In this research a multidimensional model, consisting of three aspect; information quality, system quality, and service quality is proposed and telecom service user’s satisfaction is measured. In this regards the data was collected from three different segments of the population, the users working in banking sector, university students, and oil sector employees in Kuwait. Considering that these employees are the potential users who are clients of telecommunications service providers and experiencing user online services. The analysis shows some differences among different users and satisfaction for different services from all three service providers and results are reported in detail in result sections.