Factors affecting consumers switching decision : a field study on (itihad al-itisalat (mobily)‎ consumers in Tabok

Other Title(s)

العوامل المؤثرة على سلوك تحول الزبائن : دراسة ميدانية على زبائن شركة موبايلي في مدينة تبوك بالمملكة العربية السعودية

Dissertant

al-Anzi, Ghazi Hael

Thesis advisor

al-Khatib, Fahd Salim

University

Mutah University

Faculty

Faculty of Business

Department

Department of Business Administration and Marketing

University Country

Jordan

Degree

Master

Degree Date

2011

English Abstract

-This study aimed to investigate the factors that affect consumer switching decision in Saudi Mobile industry.

The factors were divided to two main sets : the switching motives that include ( satisfaction, core service failure , employees response to service failure, service failure treatment, inconvenience, pricing and competitors attractiveness ), while the second set was the switching barriers that include ( switching costs, credibility value congruence , rational value and lack of attractiveness).

A self administrated questionnaire was distributed over a sample amounting 615 consumers of Mobily company in Tabok city.

The study results indicate that switching motives had an impact on switching customer decision.

The results also indicate that the switching barriers factors also had an impact on Switiching decision on switching decision.

Study findings have important implications for Saudi mobile service providers, who can benefit from the research results for the purpose of consumers retention.

Main Subjects

Business Administration

Topics

• Consumers
• Decision making
• Consumer behaviour
• Saudi Arabia
• Tabuk(City)

No. of Pages

62

Table of Contents

• APA
• MLA
• AMA

Language

English

Data Type

Arab Theses

Record ID

BIM-303839