Quality as Determinant Factor of Customer Satisfaction: Case Study of Zain-Kuwait

Abstract

The potential of mobile communications market in Kuwait is enormous. Therefore, I test customer satisfaction in the Kuwaiti mobile market by examining the quality construct. In our study, quality is measured through the dimensions: interaction quality, environment quality, and outcome quality. Our results show that outcome quality is the most influential construct over satisfaction. Also, the results find that interaction quality is not significant and carries no important association with customer satisfaction.