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The Determinants of Organisations’ Performance in the Algerian Mobile Telecommunications Market

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  • Ines BENATIA

    (LIMGE laboratory, Higher National School of Management (ENSM), Kolea, Algeria)

  • Nabila ABID

    (LIMGE laboratory, Higher National School of Management (ENSM), Kolea, Algeria)

Abstract

Assessing and improving organisations’ performance is a perpetual concern for managers and a core research topic for management researchers. As a complex and multidimensional construct, performance is evaluated through a various set of indicators, including customer satisfaction and loyalty. In this article, we intend to analyse the determinants of customer satisfaction and loyalty as key metrics of the performance of mobile telecommunications operators in Algeria. Our conceptual model included service quality, competitive service pricing, service innovation, and customer experience as the main explanatory variables of customer satisfaction and loyalty, and was tested on a sample of 420 mobile operators’ customers in Algeria. Following a quantitative approach, we relied on structural equation modelling to analyse the empirical data collected. The results of our analysis show that in the Algerian mobile telecommunications market, customer satisfaction is affected by customer experience, service quality and price, while customer loyalty is only determined by service quality and customer experience. The influential effect of service innovation on both customer satisfaction and customer loyalty has not been supported in this study. By underlying the specificities of the national context, the insights from this study can orient the Algerian mobile operators while shaping their customer relationship management strategies. These insights indicate the critical service aspects that customers are most sensitive to, notably network coverage and responsive support, which are determinant in optimising the overall customer experience.

Suggested Citation

  • Ines BENATIA & Nabila ABID, 2025. "The Determinants of Organisations’ Performance in the Algerian Mobile Telecommunications Market," Management and Economics Review, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 10(1), pages 272-286, February.
    • Handle: RePEc:rom:merase:v:10:y:2025:i:1:p:272-286
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    References listed on IDEAS

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    1. Netai Saha & Md. Rashidul Islam & Asif Hoque, 2016. "Factors Affecting Customers’ Satisfaction of Mobile Phone Subscribers: An Empirical Study on Mobile Telecommunication Industry in Bangladesh," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(6), pages 252-252, May.
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    3. Gerpott, Torsten J. & Rams, Wolfgang & Schindler, Andreas, 2001. "Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market," Telecommunications Policy, Elsevier, vol. 25(4), pages 249-269, May.
    4. Palanisamy Ganesan & Manohar Sridhar, 2016. "Service Innovation and Customer Performance of Telecommunication Service Provider: A Study on Mediation Effect of Corporate Reputation," Corporate Reputation Review, Palgrave Macmillan, vol. 19(1), pages 77-101, February.
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    More about this item

    Keywords

    customer loyalty; customer satisfaction; mobile telecommunications; performance.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L96 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Telecommunications

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