The Impact of the Perceived Services Quality on Customer Loyalty in the Jordanian Mobile Telecom Companies

Abstract

This study aims to examine the impact of the perceived quality of the services provided by the Jordanian mobile telecom companies on customer loyalty, also this study aimed to determine the most important classifications of perceived quality measurement. A questionnaire has been used as a tool to collect data from the industrial companies. In addition, the study hypotheses were tested using a simple linear regression analysis. The study found out the existence of positive impact of the perceived services quality dimensions (Tangibility, Reliability, Responsiveness, Safety and Empathy) on customer loyalty, except responsiveness dimension, which did not show a statistically significant in this study. Hence, top management in these companies need to work on increase the interest of the tangible aspects of the service quality, and achieving the requirements responsiveness dimension, and reduce waiting times at the reception office and the telephone service centers.