Factors affecting switching behavior of mobile service users : the case of Jordan

العناوين الأخرى

العوامل المؤثرة في السلوك التحولي لمستخدمي خدمة الهواتف الخلوية في الأردن

مقدم أطروحة جامعية

Nuaymat, Bashshar Awad

مشرف أطروحة جامعية

Awwad, Muhammad Sulayman Uqlah

الجامعة

جامعة مؤتة

الكلية

كلية إدارة الأعمال

القسم الأكاديمي

قسم إدارة الأعمال و التسويق

دولة الجامعة

الأردن

الدرجة العلمية

ماجستير

تاريخ الدرجة العلمية

2008

الملخص الإنجليزي

This study aimed at identifying the most critical factors that affecting the customer switching behavior for mobile service providers in Jordan.

The researcher tried to develop and test a model to measure Jordanian customer's behavior for mobile service providers.

The researcher distributed 580 questionnaires to a convenience sample of Jordanian mobile users.

Questionnaire had 33 items measured on a five point likert scale.

The data were analyzed using independent sample ttest, one-way ANOVA and regression analysis.

It was found that all the independent variables (pricing, inconvenience, core service failure).

Service encounter failures, employee responsiveness to service failures, attraction by competitors, changes in technology, switching cost) had a significant effect on switching behavior of mobile service users except change in technology and employee responsiveness to service failure.

Furthermore, findings indicated that there were no significant differences between Jordanian customers in regards to demographic characteristics, with the exception of age and income level, finding indicated that there were significant differences between Jordanian customers in regards to age and income level.

Implications and direction for future research were proposed.

التخصصات الرئيسية

إدارة الأعمال
التسويق

الموضوعات

• الأردن
• الاتصالات السلكية و اللاسلكية
• خدمات العملاء

عدد الصفحات

59

قائمة المحتويات

• APA
• MLA
• AMA

لغة النص

الإنجليزية

نوع البيانات

رسائل جامعية

رقم السجل

BIM-304543