Authors : Anis Ali and Mohammad Imdadul Haque
Abstract: 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.
Anis Ali and Mohammad Imdadul Haque, 2017. Telecommunication Sector of Saudi Arabia: Internal and External Analysis. International Business Management, 11: 1363-1373.