An Empirical Investigation of Factors Influencing user Satisfaction with Online Services of Mobile Communication Providers: Study of Kuwait

Abstract

Competition among mobile communication service providers in Kuwait is very high. There is an increasing consideration for customer satisfaction in order to sustain existing customers and to attract new ones. This study is aimed to propose a multidimensional user satisfaction model in order to identify the factors that affect user satisfaction of online services provided by mobile communication providers in Kuwait. This study found that information quality, system quality, and service quality have significant impact on user satisfaction.