Evolutionary process change factor on internal customer satisfaction in telecommunication companies Jordan
This study investigates the influence of leadership change, behavioural change, structural change, technological change and cultural change on internal customer satisfaction.Due to this, a cross-sectional study design with a quantitative study approach was conducted, and data was generated through s...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Centre for Promoting Ideas
2013
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/15375/1/22.pdf |
| _version_ | 1825803526242041856 |
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| author | Al-Sardia, Sattam Jumah Ahmad, Hartini |
| author_facet | Al-Sardia, Sattam Jumah Ahmad, Hartini |
| author_sort | Al-Sardia, Sattam Jumah |
| collection | UUM |
| description | This study investigates the influence of leadership change, behavioural change, structural change, technological change and cultural change on internal customer satisfaction.Due to this, a cross-sectional study design with a quantitative study approach was conducted, and data was generated through self-administered procedure from
354 respondents who are employees of Orange, Zain and Umniah telecommunication companies in Jordan. A regression analysis technique was used to analysis the data.Overall, the findings show that leadership change, behavioural change, structural change, technological change and cultural change are significant predictors of internal customer’s satisfaction in the three major telecommunication companies in Jordan. Based on this, the study concludes that an effective internal customer satisfaction depends on leadership change, behavioural change, structural change, technological change and cultural change.The study contributes to the body of knowledge by providing additional insight into the key factors that affect the internal customer satisfaction.The
study also highlights some of its limitations and makes suggestions for future study in this domain. |
| first_indexed | 2024-07-04T05:58:33Z |
| format | Article |
| id | uum-15375 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T05:58:33Z |
| publishDate | 2013 |
| publisher | Centre for Promoting Ideas |
| record_format | eprints |
| spelling | uum-153752016-04-18T01:12:30Z https://repo.uum.edu.my/id/eprint/15375/ Evolutionary process change factor on internal customer satisfaction in telecommunication companies Jordan Al-Sardia, Sattam Jumah Ahmad, Hartini HD28 Management. Industrial Management This study investigates the influence of leadership change, behavioural change, structural change, technological change and cultural change on internal customer satisfaction.Due to this, a cross-sectional study design with a quantitative study approach was conducted, and data was generated through self-administered procedure from 354 respondents who are employees of Orange, Zain and Umniah telecommunication companies in Jordan. A regression analysis technique was used to analysis the data.Overall, the findings show that leadership change, behavioural change, structural change, technological change and cultural change are significant predictors of internal customer’s satisfaction in the three major telecommunication companies in Jordan. Based on this, the study concludes that an effective internal customer satisfaction depends on leadership change, behavioural change, structural change, technological change and cultural change.The study contributes to the body of knowledge by providing additional insight into the key factors that affect the internal customer satisfaction.The study also highlights some of its limitations and makes suggestions for future study in this domain. Centre for Promoting Ideas 2013-12 Article PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/15375/1/22.pdf Al-Sardia, Sattam Jumah and Ahmad, Hartini (2013) Evolutionary process change factor on internal customer satisfaction in telecommunication companies Jordan. International Journal of Business and Social Science, 4 (17). pp. 180-193. ISSN 2219-1933 http://ijbssnet.com/journal/index/2304 |
| spellingShingle | HD28 Management. Industrial Management Al-Sardia, Sattam Jumah Ahmad, Hartini Evolutionary process change factor on internal customer satisfaction in telecommunication companies Jordan |
| title | Evolutionary process change factor on internal customer satisfaction in telecommunication companies Jordan |
| title_full | Evolutionary process change factor on internal customer satisfaction in telecommunication companies Jordan |
| title_fullStr | Evolutionary process change factor on internal customer satisfaction in telecommunication companies Jordan |
| title_full_unstemmed | Evolutionary process change factor on internal customer satisfaction in telecommunication companies Jordan |
| title_short | Evolutionary process change factor on internal customer satisfaction in telecommunication companies Jordan |
| title_sort | evolutionary process change factor on internal customer satisfaction in telecommunication companies jordan |
| topic | HD28 Management. Industrial Management |
| url | https://repo.uum.edu.my/id/eprint/15375/1/22.pdf |
| work_keys_str_mv | AT alsardiasattamjumah evolutionaryprocesschangefactoroninternalcustomersatisfactionintelecommunicationcompaniesjordan AT ahmadhartini evolutionaryprocesschangefactoroninternalcustomersatisfactionintelecommunicationcompaniesjordan |