Omani Telecommunication. Assessing service quality and customers’ loyalty in Omantel and Ooredo

      Аннотация: Because of the critical roles played by telecommunication in education, health, economy, politics, globalization, and general development of nations, and because of the high competition, and the threat of substitutes characterizing the Omani telecommunication sector, and the importance of the service quality deriving from the customers’ perception toward the service for earning more profit, this study aimed to assess the quality of services for the two major telecommunication companies in Sultanate of Oman, Omantel and Ooredoo, using SERVQUAL model, to compare the services provided by the two companies based on the dimensions of SERVQUAL, tangibility, reliability, responsiveness, assurance, and empathy, and to test the relationship between the mentioned dimensions of SERVQUAL and customer loyalty.

Ключевые слова: Customer satisfaction, loyalty, Oman, SERVQUAL, Telecommunication, t?l?communication