Telecommunication Services in Jordan: Zain a Case Study

Author(s)

Dr. Mohamad Shehada , Ubuoh E. A ,

Download Full PDF Pages: 7-15 | Views: 915 | Downloads: 231 | DOI: 10.5281/zenodo.3445653

Volume 6 - March 2017 (03)

Abstract

The opening up of the telecom sector to competition is an important step forward for the whole Jordan economy, as well as the telecom sector itself. Telecommunications have become vital for the conduct of any business, and many activities in personal life as well. It is not just a sector, but a key part of the infrastructure supporting the modern state. The move also brings Jordan closer to fully adopting all the requirements to become a developed country, and its free market principles which are very much part of Jordan’s goals, It is also expected that other sectors will follow. Over the decades, Zain has done a good job of offering a high standard of services to the Jordan. Thanks to its commercial discipline, its needs have no fear of the forthcoming competition across the board, although it is very likely to find that good player offering particular specializations will challenge it on pricing and how the services are bundled or offered.
When looking at the reality of the matter and after the announcement of the second operator we find that the competition had only started. Zain knew that from other experiences around the world that it is normal that around 30% of the customer will switch to the competitor in 3 years time and had to do something to reduce that as much as possible. As every possible customer is now a Zain customer, more customer focus approach should be developed to achieve the required result which is "Customer Loyalty."

Keywords

Telecommunications, Services, Competition, Customers, Loyalty,   

References

  1. Aydin S, Ozer G. (2005), “The Analysis of Antecedents of Customer Loyalty in Turkish Mobile Telecommunication Market,” European Journal of Marketing 7/8:910–25.
  2. Fujun Lai, Mitch Griffin, Barry J. and Babin C. (2009), “How Quality, Value, Image, and Satisfaction Create Loyalty at a Chinese Telecom,” Journal of Business Research 62 980–986
  3. Gerpott, T.J., Rams, W., and Schindler, A. (2001), “Customer Retention, Loyalty and Satisfaction in the German Mobile Cellular Telecom Market,” Telecom Policy, Vol. 25, pp. 249‐69
  4. Hart AE, Rosenberger PJ. (2004), “Effect of Corporate image in the Formation of Customer Loyalty: an Australian Replication,” Australian Marketing Journal, 12(3):88–96.
  5. Hasebur Rahman (2014), “Factors Affecting Customer Satisfaction in Mobile Telecom Industry in Bangladesh,” Business, Management and Education, Vilnius Gediminas Technical University, Issue No: 1, Page 74-93.
  6. Kim, M.K., Park, M.C. and Jeong, D.H. (2004), “The Effects of Customer Satisfaction and Switching Barrier on Customer Loyalty in Korean Mobile Telecommunication Services,” Telecommunications Policy, Vol. 28, pp. 145‐55.
  7. King, Daekook, and Park, Yongtae (2014), “Review-Based Measurement of Customer Satisfaction in Mobile Service,” Sentiment Analysis and VIKOR Approach, Volume 41, Issue 4, Part 1, PP 1041–1050.
  8. Lai F, Zhao X, Wang Q. (2007), “Taxonomy of Information Technology Strategy and its Impact on the Performance of Third-Party Logistics (3pl) in China”, International J Prod Res;45 (10):2195–218.
  9. Lee, J., Lee, J., and Feick, L. (2001), “The Impact of Switching Costs on the Customer Satisfaction‐Loyalty Link: Mobile Phone Service in France,” Journal of Services Marketing, Vol. 15 No. 1, pp. 35‐48.
  10. Loo BPY. (2004), “Telecommunications Reforms in China: Towards an Analytical Framework” Telecommunication Policy, 28(9/10):697–714.
  11. Nie W, Zeng H. (2003), “The impact of China's WTO Accession on its Mobile Communications Market,” Journal of Business Management, 9(2):151–70.
  12. Olu Ojo (2010), “The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria” IJSS, Vol. 1, No 1, 88-100.
  13. Serkan Aydin, Gökhan Özer (2005), "The Analysis of Antecedents of Customer Loyalty in the Turkish Mobile Telecommunication Market," European Journal of Marketing, Vol. 39 Iss: 7/8, pp.910 – 925.
  14. Wang Y, Lo H, and Yang Y (2004), “An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry,” Information System Front; 6(4):325–40.
  15. Zhao X, Flynn BB, Roth AV. (2006), “Decision Sciences Research in China: A Critical Review and Research Agenda—Foundations and Overview,” Decision Science, a; 37(4):451–96.
  16. Zhao X, Huo B, Flynn BB, and Hoi YHJ. (2007), “Impact of power and relationship commitment manufacturer–customer integration in a supply chain,” Academy of Management Proceedings, p. 1–6.
  17. Zhao X, Sum CC, Qi Y, Zhang H, Lee TS. (2006), “Taxonomy of Manufacturing Strategies in China.” Journal of Operation Management, 24(5):621–36.

Cite this Article: