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EXAMPLE:. SAUDI TELECOM. The STC Project: Marketing “Problem”. Dear Mr. Al Kadi, I hope you are well, and thanks for cooperating with STC. ……. STC needs):

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  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 STC’s 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 company’s 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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