Article Critique
1. Bibliographic Information
I. Author:
Hashed Ahmed Nasser
Salniza Bt Md. Salleh
Hamid mahmood Gelaidan
II. Title:
“Factors Affecting Customer Satisfaction of Mobile Services in Yemen.”
III. Source:
American Journal of Economics 2012, 2(7): 171-184.
2. Problem statement
The article “Factors Affecting Customer Satisfaction of Mobile Services in Yemen” by Nasser et al seeks to address the customer’s satisfaction with Yemeni Mobile service providers. According to the article, problem is identified due to lack of modern technologies in Yemen telecommunications systems, the few existing telecommunications marketers are strategically challenged on what best approach should be applied so as to efficiently provide services and retain profitable customers both within and outside the Yemen telecommunications industry. Sabafon, which is one of the biggest telecommunications companies in Yemen, is facing the current issues specifically in achieving the desired level of customer satisfaction. This is despite Sabafon’s efforts in establishing a strong dynamic and flexible organization to serve and benefit the people of Yemen.
The researchers provide a good argument to the problem. As a sequel to the above practical issues in the Yemen telecommunications industry, it is important to emphasize that accomplishing customer satisfaction has been argued as the primary goal for most service firms in order to achieve a long term relationship with both the present and potential customers at a profit. Indicated that customer satisfaction issues are an important theoretical as well as a practical issue for research on marketers and consumers. These arguments are also in line with researchers like Reichheld, F. (1996) who empirically established that customer satisfaction has had a direct influence on the company’s market share through which it could improve its profits.
3. Objective of the study
The aim of this study is to find out the customer’s satisfaction with
I. Author:
Hashed Ahmed Nasser
Salniza Bt Md. Salleh
Hamid mahmood Gelaidan
II. Title:
“Factors Affecting Customer Satisfaction of Mobile Services in Yemen.”
III. Source:
American Journal of Economics 2012, 2(7): 171-184.
2. Problem statement
The article “Factors Affecting Customer Satisfaction of Mobile Services in Yemen” by Nasser et al seeks to address the customer’s satisfaction with Yemeni Mobile service providers. According to the article, problem is identified due to lack of modern technologies in Yemen telecommunications systems, the few existing telecommunications marketers are strategically challenged on what best approach should be applied so as to efficiently provide services and retain profitable customers both within and outside the Yemen telecommunications industry. Sabafon, which is one of the biggest telecommunications companies in Yemen, is facing the current issues specifically in achieving the desired level of customer satisfaction. This is despite Sabafon’s efforts in establishing a strong dynamic and flexible organization to serve and benefit the people of Yemen.
The researchers provide a good argument to the problem. As a sequel to the above practical issues in the Yemen telecommunications industry, it is important to emphasize that accomplishing customer satisfaction has been argued as the primary goal for most service firms in order to achieve a long term relationship with both the present and potential customers at a profit. Indicated that customer satisfaction issues are an important theoretical as well as a practical issue for research on marketers and consumers. These arguments are also in line with researchers like Reichheld, F. (1996) who empirically established that customer satisfaction has had a direct influence on the company’s market share through which it could improve its profits.
3. Objective of the study
The aim of this study is to find out the customer’s satisfaction with