Quality of service in the Jordanian telecommunications sector

Abstract

This research seeks to examine the quality of service of the three main telecommunications operators (Zain, Orange and Umniah) in Jordan for year 2016 in terms of network, distribution, marketing and sales quality using qualitative data from semi-structured one-to-one interviews with a representative sample of the biggest wholesalers and sub-dealers across Jordan (n = 4,600), and qualitative interviews with key stakeholders (sub-dealers recruited from across the country). The core objective of this research was to examine the performance of the three operators in Jordan. It was found that the national telecommunications market is intensely competitive, and the three predominant operators have varying quality of service in numerous areas. Zain and Orange draw on their international leverage and capital to maintain market share, but the best technical and customer support value is offered by the later market entrant, Umniah, in terms of higher speed internet and better customer service. All firms benefit from high-quality human resources, and face similar challenges in terms of inhibitive taxes on prepaid tariffs and the stringent regulation of the Telecommunications Regulatory Commission.