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

Author

Listed:
  • Mahmoud ABDEL HAMID SALEH

    (King Saud University, College of Business Administration)

  • Abdulrahman ALTHONAYAN

    (King Saud University, College of Business Administration)

  • Ayman ALHABIB

    (King Saud University, College of Business Administration)

  • Essa ALRASHEEDI

    (King Saud University, College of Business Administration)

  • Ghafar ALQAHTANI

    (King Saud University, College of Business Administration)

Abstract

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%, whereas service pricing and service quality explained about 5% and 1% of the change in customer satisfaction respectively. The practical value of this study could be enabling the mobile-service providers in Saudi Arabia to well understand the determinants of the customer satisfaction and its negative relationship with brand switching intention. They may take these findings into account when setting marketing strategies to differentiate their brands to satisfy the customer needs and wants, to retain the existing customers and to attract new customers. These strategies have a positive effect on the company’s customer satisfaction that deter brand switching intention, hence increase the company’s competitiveness, market share and profitability.

Suggested Citation

  • Mahmoud ABDEL HAMID SALEH & Abdulrahman ALTHONAYAN & Ayman ALHABIB & Essa ALRASHEEDI & Ghafar ALQAHTANI, 2015. "Customer Satisfaction and Brand Switching Intention: A Study of Mobile Services in Saudi Arabia," Expert Journal of Marketing, Sprint Investify, vol. 3(2), pages 62-72.
    • Handle: RePEc:exp:mkting:v:3:y:2015:i:2:p:62-72
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    References listed on IDEAS

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    1. Ka-Shing Woo & HENRY K. Y. FOCK, 1999. "Customer Satisfaction in the Hong Kong Mobile Phone Industry," The Service Industries Journal, Taylor & Francis Journals, vol. 19(3), pages 162-174, July.
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    3. Roland T. Rust & J. Jeffrey Inman & Jianmin Jia & Anthony Zahorik, 1999. "What You Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions," Marketing Science, INFORMS, vol. 18(1), pages 77-92.
    4. Mohammad Suleiman Awwad & Bashar Awad Neimat, 2010. "Factors Affecting Switching Behavior of Mobile Service Users: The Case of Jordan," Journal of Economic and Administrative Sciences, Emerald Group Publishing Limited, vol. 26(1), pages 27-51, June.
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    Cited by:

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    2. Khurram, Anoshay & Hashmi, Rabia & Khalid, Saaniya & Ali, Areesha & Khan, Muhammad Shams-UR-Rehman, 2020. "Why Do People Switch Mobile Platforms?," MPRA Paper 104639, University Library of Munich, Germany.
    3. Susinta Triningsih & Heri Iswanto & Prasetyo Hadi, 2023. "Seller loyalty of Shopee marketplace community: Community study in Shopee Bekasi campus," International Journal of Business Ecosystem & Strategy (2687-2293), Bussecon International Academy, vol. 5(1), pages 67-75, January.

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    More about this item

    Keywords

    brand; satisfaction; brand switching; service quality; customer service; service price; value-added services;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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