THE IMPACT OF SERVICE QUALITY ON ORGANIZATIONAL PERFORMANCE IN THE MOBILE TELECOMMUNICATIONS SECTOR IN EGYPT

Abstract

The purpose of this paper is to empirically investigate the relationship between service quality (SQ) and organizational performance (OP) within the Egyptian mobile telecommunications setting. A valid research instrument was utilized to conduct a survey of 384 top- middle- and supervisory level managers from 3 Egyptian mobile telecommunications companies. The results indicate that SQ has a significant positive impact on OP. the results also show that Egyptian mobile telecommunications companies have mostly emphasized the responsiveness, reliability and convenience of their services to boost their OP. The findings reveal that SQ is a true driver of OP in an intensive knowledge-based industry as telecommunication. This is one of few researches to study the relationship of SQ and OP and the first to investigate this relationship in Egypt within the mobile telecommunications setting. This is an empirical research applied in the Egyptian telecommunications setting. Its relationships need further investigation in other settings and countries. Also, traditional limitations of a cross-sectional study apply with respect to the attribution of causality and the time lag effects.

Keywords

• service quality
• organizational performance
• telecommunications
• egyptian mobile telecommunications companies
• egypt