Mobile Online Services and Measuring User Satisfaction: Study of Kuwait

Abstract

User satisfaction is the key of success for any company to succeed and flourish business. Due to tremendous competition among service providers in the online sectors, many competitors feel threaten to be marginalized and loose competitive edge, and so is the profit margin. For many companies to survive business in a highly completive environment, user satisfaction may be such factor to achieve lead over others. User satisfaction is a strong construct that emphasize on factors such as information quality, system quality, and service quality as its key parameters. This study aims to measure user satisfaction for online services provided by mobile companies in Kuwait and to develop a multi-scale model and assess its applicability in Kuwait scenario. This study involves exploratory factor analysis method to measure user satisfaction. The result showed that service quality, system quality, information quality are apex variable for user satisfaction for companies who compete in Kuwait in telecom sector.