Article Information
Original Research Article | Open Access | Peer Reviewed
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Service Quality and Customer Satisfaction in Two Telecommunication Service Providers in Qatar
Baina Almarri
,
Dr. Majed Fawzi Abughazaleh
, and
Dr. Kamaruzaman Bin Noordin
Abstract
In the increasingly competitive telecommunications sector, service quality has emerged as a critical driver
of customer satisfaction and long-term success. This study investigates the relationship between service
quality and customer satisfaction in Qatar’s telecommunications industry, focusing on the two leading
providers: Ooredoo and Vodafone. Drawing on the SERVQUAL model, the research examines five key
service quality dimensions—tangibles, reliability, responsiveness, assurance, and empathy—and
evaluates their impact on customer satisfaction through a comparative analysis. Data were collected via
structured questionnaires from 92 customers. The findings reveal a strong, positive, and statistically
significant relationship between all service quality dimensions and customer satisfaction, with service
quality accounting for 76% of the variance in satisfaction levels. While both companies received generally
favorable ratings, Ooredoo customers reported higher satisfaction, particularly in intangible service
aspects. The study contributes to the limited body of empirical research in the Gulf region and offers
actionable insights for telecom operators aiming to improve service delivery, enhance customer loyalty,
and align with Qatar’s national digital transformation goals.
,
Dr. Majed Fawzi Abughazaleh
, and
Dr. Kamaruzaman Bin Noordin
Full Text: PDF |
DOI: https://doi.org/10.30845/ijbss.v16p12
Article History:
Received: 29 September 2025 | Accepted: 16
October 2025 | Published: 18 October 2025
Reviewer(s):
Dr. Ahmad Al khraisat, National Agricultural Research Center (NARC), Jordan.
Email: [email protected]
Address for Correspondence:
Baina Almarri, Academy of Islamic studies, University Malaya, Malaysia.
Email: [email protected]
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