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SAUDI TELECOM

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EXAMPLE: SAUDI TELECOM. 2-2. The STC Project: Marketing 'Problem' Dear Mr. Al Kadi, I hope you are well, and thanks for cooperating with STC. ... – PowerPoint PPT presentation

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Title: SAUDI TELECOM


1
EXAMPLE
  • SAUDI TELECOM

2
The STC Project Marketing Problem
  • Dear Mr. Al Kadi,
  • I hope you are well, and thanks for cooperating
    with STC. . STC needs)
  • For MBA project, we need to evaluate our Customer
    Care Offices quality and services, and what is
    the best methodology ways to provide excellent
    services.
  • For undergraduate project, the two main
    objectives are
  • Customer Expectations from Aljawal.
  • Aljawal cost effects on consumer and customer
    loyalty.
  • We look forward to receiving the final proposals
    if you have any comments please feel free to call
    me.
  • Thanks best regards

3
The STC Project Our response to STCs Response
to our Sales Proposal
  • That the request implicitly implies that we are
    to examine how CUSTOMERS evaluate the quality of
    service provided by the Customer Care offices.
  • That the term CUSTOMERS will be limited only to
    individual subscribers organizational
    subscribers will not be included in the
    investigation.
  • That our investigation will necessarily include
    both landline and mobile services since the
    Customer Care offices typically handle issues
    related to the full range of STC services.

4
THE STC PROJECT Our Research Problem (Objective)
  • To investigate how individual subscribers of STC
    services evaluate the quality of service provided
    by the companys Customer Care Offices

5
STC PROJECT Our Research Questions
  • What are individual subscribers evaluations of
    STC customer care offices on the SERVQUAL
    dimensions?
  • What is the level of subscriber satisfaction with
    services provided by the customer care offices?
  • What are subscribers attitudes toward STC as a
    whole and its customer care offices?
  • What is the level of subscriber loyalty toward
    STC?
  • Are there any demographic differences in
    subscribers quality evaluations, satisfaction,
    attitudes, and loyalty?
  • What is the nature of relationships among
    subscribers quality evaluations, satisfaction,
    attitudes, and loyalty.

6
STC PROJECT Our (Graphical) Conceptual Model












NOTE COO Customer Care Offices STC Saudi
Telecom ? Direction of hypothesized
relationship between variables
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