TY  - JOUR
T1  - Telecommunication Sector of Saudi Arabia: Internal and External Analysis
AU - Ali, Anis AU - Imdadul Haque, Mohammad 
JO  - International Business Management
VL  - 11
IS  - 6
SP  - 1363
EP  - 1373
PY  - 2017
DA  - 2001/08/19
SN  - 1993-5250
DO  - ibm.2017.1363.1373
UR  - https://makhillpublications.co/view-article.php?doi=ibm.2017.1363.1373
KW  - Telecommunication
KW  -customers satisfaction
KW  -profitability
KW  -ratio analysis
KW  -SERVQUAL
KW  -Saudi Arabia
AB  - Telecommunication sector plays a vital role in development of any economy. This study takes a
holistic approach of studying the sales, financial performance, customer satisfaction and service quality. A
comparative study of the three major telecom service providers is planned here. Financial performance of service
providers indicates STC as the best while Zain currently has the highest net sales. Overall customer satisfaction
is much lower in the telecommunication sector. Also, customer’s perception about the quality of service is lower
than the expectations in terms of all the dimensions of SERVQUAL. But, the results indicate that there is neither
any significant difference between the satisfaction of customers from their respective service providers nor
there is any significant difference between aspects of service quality of different service providers. This is both
a problem and opportunity for this sector. Increasing quality of services would lead to increase in customer
satisfaction and finally increase sales and profits.
ER  -