Title: Managing telecommunication customer satisfaction versus perception of service quality

Authors: Mbarek Rahmoune; Anis Ben Salem; Mohamed Amine Zainine

Addresses: Department of Business Administration, Faculty of Applied Studies, King Abdulaziz University, Jeddah, Saudi Arabia; University of Carthage, Tunis, Tunisia ' Faculté des Sciences Juridiques, Economiques et de Gestion, Université de Jendouba, Avenue de L'U.M.A., 8189 Jendouba, Tunisia ' Laboratoire de Mécanique, Productique et Energétique (LMPE), Ecole Nationale Supérieure d'Ingénieurs de Tunis, Université de Tunis, LR 18ES01.5, Av. Taha Hussein, 1008, Tunis, Tunisia

Abstract: Customer satisfaction is generally represented as the result of a comparison between the expected quality and the perceived quality. However, several marketing researchers have considered that satisfaction is a direct result of perception. Based on the latter statement, we study the causal relationship between customer perception of service and satisfaction. Our study consists in analysing how the perception of the KELMA services (provided to professional customers of Tunisie Telecom) impacts customer satisfaction levels. The results of this study prove that business customers' satisfaction is significantly and negatively influenced by their price perception, and positively influenced by their quality perception.

Keywords: customer perception; customer satisfaction; service quality; customer loyalty; telecommunication; satisfaction degree; customer expectation.

DOI: 10.1504/IJESB.2022.126714

International Journal of Entrepreneurship and Small Business, 2022 Vol.47 No.2/3, pp.239 - 253

Accepted: 22 Jun 2021
Published online: 03 Nov 2022 *

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