Exploration of service-centric factors in telecom industry of Kuwait

There have been drastic changes in telecom industry during the past decade. Likewise, the competition amongst the Telecom Service Providers (TSPs) has also been augmented unprecedentedly. To gain competitive advantage and survive inside telecom market, no service provider can make a healthy living without building its customer satisfaction. The telecom industry in Kuwait is also no exception in this context. The aim of this research is to understand and explore the service-centric factors highly influencing the customer satisfaction in the telecom industry of Kuwait. In this descriptive research, researchers intend to seek the service-centric feedback from the consumers of different TSPs competing in Kuwait. To formulate the proposed framework for the study, existing literature in this domain have been thoroughly reviewed in order to identify the significant service-centric factors, which usually affect the consumers' decision to prefer one TSPs over the other. Consequently, a consumer targeted quantified seven point Likert scale based questionnaire is designed which will be used to seek their feedback about the factors they consider important. Moreover, Structural Equation Modeling (SEM) technique will be used to evaluate the acquired data with the help of well-known statistical tools such as SPSS and AMOS. Researchers believe that the outlined factors would be very helpful to recommend a number of suggestions for TSPs to improve the service-centric factors they have been practicing, maximize their profit, retain their customer base and survive in the competitive environment of Kuwait.