Özet:

The current study aimed to examine the impact of service quality dimensions upon customers’ satisfaction in the Jordanian mobile telecommunications sector. The researcher examined four (4) dimensions of service quality; communication service, personal interaction, prices and physical environment. The researcher collected the relevant data from three telecommunications companies; Zain, Umniah and Orange. Such data were collected through using a questionnaire. Five hundred and twenty-seven (527) people have responded to this questionnaire. The researcher used several statistical methods to test the hypotheses, such as: factor loading, gender discrimination Cronbach Alpha, correlations, regression analysis, VIF and Mann-Whitney U analysis. The current study’s results indicated that the dimensions of service quality have a positive impact on customers’ satisfaction together and separately. In addition, with excluding personal interaction and physical environment were fund differences, the study’s results showed there is no variation between Amman and Zarqa in terms of the impact of other service quality dimensions on the customers 'satisfaction. Key Words: Quality Service, Consumer Satisfaction, Telecommunication, Dimensions, Jordan.

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