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Register a new userThe impact of e-marketing on customer's satisfaction in the telecommunications sector (A Field study)
اثر التسويق الالكتروني على رضا الزبائن في قطاع الاتصالات (دراسة ميدانية)
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Added by
Syrian Virtual University رسالة ماجستير
Publication date
2016
fields
Business Management
and research's language is
العربية
Created by
Shamra Editor
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هدف البحث إلى دراسة أثر التسويق الالكتروني على رضا الزبائن في قطاع الاتصالات، من خلال دراسة ميدانية على زبائن شركتي ام تي ان و سيرياتل في سوريا.
The research aims to study the impact of e-marketing on customers's satisfactions in the telecommunications sector, through a field study on the customer of MTN and Syriatel in Syria.
References used
Kotler, P.and Armstrong. G .(2006), Principles of Marketing. Pearson/Prentice Hall, NewJersey, USA
Laudon, Kenneth C. &Taver, Carlo Guercio.(2001) E-Commerce: Business-Technology-Socity . Addison Wesly
Lovelock,Ch. & Wirtz, JO.(2004) “Service Marketing”. People,Technology, Strategy, Pearson Education Upper Saddle River, NewJersey
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The study found significant differences between the demographic variables of
the research sample and the confidence of the customers' brand. There was
also an effective statistical significance between the role of interactive
marketing in all its
dimensions and the confidence of the brand to serve
customers. The research also recommended understanding the customer's
behavior, the direction of the customer and the mechanism of influencing them.
This study aims to recognize customers' attitude toward complaining in Mobile Telecommunication Service Sector in Syria and investigate its impact on customers' complaining behaviours , to achieve objectives of the research a questionnaire was design
ed and distributed to a sample of (560) customers of Syriatel and MTN mobile telecommunication companies, the data was analyzed by using a number of statistical methods in the program Statistical Package for Social Sciences (SPSS) V.17 . the results show that customers have positive attitude toward complaining ,customers are more likely to voicing their complaints to customer service employee ,in addition customers are more likely to engage in negative word of mouth than voicing their complaints to company .the results also show that customers attitude toward complaining have a positive impact on voice response ,and have a weak impact on negative word of mouth ,the study submitted some recommendations that could benefit the companies under the study.
This study aimed to determine the role of direct marketing through its means (direct mail, internet, catalog, phone) in improving customer satisfaction at Tishreen University in Lattakia Governorate. The researcher followed the descriptive and analyt
ical approach in his study, and a set of methods, including relying on secondary and primary data through a questionnaire that was completed It was designed, and it was distributed to (179) respondents, of which (175) were retrieved, and (171) questionnaires were valid for analysis, and the research community was formed from clients of Tishreen University in Lattakia Governorate. The study concluded that there is a statistically significant relationship between Tools of direct marketing (direct mail, internet, catalog, phone) and customer satisfaction. The average of the responses of the sample members for the direct mail variable was 2.41, which indicates that the university does not send its service offers to clients via direct mail, and that the university does not send its offers to current clients only, and that the university does not formulate mail messages (marketing offers) in a personal capacity, and that the rates The response is not very high due to the use of direct mail.
The objective of this research is to identify the obstacles to the use of internet marketing by individuals, has been relying on descriptive analytical method, a questionnaire was developed and make sure of his sincerity and the persistence coefficie
nt, the questionnaire was distributed to the students of the Faculty the second of Economy in Tartous, in order to obtain necessary data for the study.
The study found the following results: There were no statistically significant differences between (the Internet infrastructure, the expected risk, distrust for electronic marketing, legislation and laws) and the faith in e-procurement, while no statistically significant relationship between the weakness of experience and awareness of internet marketing and intent in e-procurement and these results back to the nature of the sample taken.
The study was presented a set of recommendations including: the need to raise awareness of and confidence in scientific knowledge about the importance of internet marketing, and the need to increase awareness of the importance of the use of computer.
This research aims to study the impact of physical evidence in
achieving customer satisfaction and so on Kiwan Palace restaurant
in Damascus. The researcher has distributed 130 questionnaires
to a group of attendees of this restaurant was which (116)
refundable and valid for the analysis of a questionnaire which
accounted for 89.23% of the total covered by the research which
is a good ratio.
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