MARC details
| 000 -LEADER |
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| fixed length control field |
16718nam a22002537a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
201210b2023 a|||f bm|| 00| 0 eng d |
| 040 ## - CATALOGING SOURCE |
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| Original cataloging agency |
EG-CaNU |
| Transcribing agency |
EG-CaNU |
| 041 0# - Language Code |
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| Language code of text |
eng |
| Language code of abstract |
eng |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.4 |
| 100 0# - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Abdelrahman Naguib Abdelaal |
| 245 1# - TITLE STATEMENT |
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| Title |
A MODEL FOR ASSESSING THE IMPACT OF SAAS ATTRIBUTES ON TELECOM CUSTOMER LOYALTY: |
| Remainder of title |
A SOCIAL CAPITAL THEORY APPROACH/ |
| Statement of responsibility, etc. |
Abdelrahman Naguib Abdelaal |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
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| Date of publication, distribution, etc. |
2023 |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
187 p. |
| Other physical details |
ill. |
| Dimensions |
21 cm. |
| 500 ## - GENERAL NOTE |
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| Materials specified |
Supervisor: <br/>Tarek Khalil |
| 502 ## - Dissertation Note |
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| Dissertation type |
Thesis (PH.D)—Nile University, Egypt, 2023 . |
| 504 ## - Bibliography |
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| Bibliography |
"Includes bibliographical references" |
| 505 0# - Contents |
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| Formatted contents note |
Contents:<br/>Table of Contents <br/>Acknowledgement .......................................................................................................................................... iii<br/>Abstract........................................................................................................................................................... iii<br/>Declaration.......................................................................................................................................................vi<br/>Chapter One: The Introduction ......................................................................................................................1<br/>1.1. Research Background .........................................................................................................................2<br/>1.1.1. Telecom Industry New Market Dynamics.........................................................................................2<br/>1.1.2. The Recent Telecom Development in The MENA Region...............................................................6<br/>1.1.3. The Economic Aspects of Telecom Industry in MENA Region.......................................................8<br/>1.2. Preliminary Literature Review ..........................................................................................................8<br/>1.2.1. Telecom Strategies Towards Revenue Diversification .....................................................................8<br/>1.2.2. Telecom Diversifications Focus on Financial Services...................................................................10<br/>1.2.3. Telecom Operators’ Invasion into Other Markets.........................................................................12<br/>1.2.4. Financial Technology in The Egyptian Market..............................................................................13<br/>1.2.4.1. Key Challenges Hindering the FinTech Landscape Growth in Egypt..........................................14<br/>1.2.4.2. Digital Solutions Development Program .........................................................................................16<br/>1.3. Research Outline ...............................................................................................................................19<br/>Chapter Two: The Impact of SaaS Quality on Social Capital and Customer Loyalty.............................20<br/>2.1. Software-as-a-Service........................................................................................................................20<br/>2.1.1. Success Factors of SaaS ....................................................................................................................24<br/>2.1.2. Continuance Use Intention in Software-as-a-Service.....................................................................27<br/>2.2. Social Capital Theory........................................................................................................................28<br/>2.2.1. Forms of Social Capital.....................................................................................................................31<br/>2.3. Customer Loyalty (CL).....................................................................................................................33<br/>2.3.1. Defining Loyalty Initiatives in SaaS ................................................................................................34<br/>2.3.2. The Model of The Customer Loyalty Construct.............................................................................38<br/>2.4. SaaS Quality and Loyalty .................................................................................................................39<br/>2.5. SaaS Quality and Social Capital ......................................................................................................42<br/>2.6. Social Capital and Loyalty................................................................................................................43<br/>2.7. Research Gab and Questions............................................................................................................48<br/>2.7.1. Research Gab.....................................................................................................................................48<br/>2.7.2. Research Questions ...........................................................................................................................49<br/>Chapter Three: Research Methodology .......................................................................................................50<br/>3.1. Research Problem Statement ...........................................................................................................51<br/>3.2. Research Objectives..........................................................................................................................53<br/>3.2.1. Main Objective ..................................................................................................................................53<br/>3.2.2. Sub-objectives....................................................................................................................................53<br/>3.3. The Problem Significance .................................................................................................................54<br/>viii<br/>3.4. Research Conceptual Framework....................................................................................................56<br/>3.5. Research Hypotheses.........................................................................................................................58<br/>3.6. Research Method...............................................................................................................................58<br/>3.6.1. Research Paradigm ...........................................................................................................................58<br/>3.6.2. Research Philosophy .........................................................................................................................59<br/>3.6.2.1. Research Epistemology .....................................................................................................................60<br/>3.6.2.2. Research Ontology ............................................................................................................................61<br/>3.6.3. Research Approach ...........................................................................................................................61<br/>3.6.4. Research Design Strategy .................................................................................................................62<br/>3.6.4.1. Unit of Analysis..................................................................................................................................64<br/>3.6.4.2. Time Horizon.....................................................................................................................................64<br/>3.6.5. Choices ...............................................................................................................................................64<br/>3.6.6. Data Collection ..................................................................................................................................65<br/>3.6.6.1. Questionnaire.....................................................................................................................................65<br/>3.6.6.2. Questionnaire Validity and Reliability ............................................................................................66<br/>3.6.6.3. Questionnaire Development .............................................................................................................70<br/>3.6.6.4. Operationalization of Research Variables ......................................................................................71<br/>3.6.6.5. Instrumentation.................................................................................................................................73<br/>3.6.7. Research Population and Sample.....................................................................................................76<br/>3.6.8. Data Analysis.....................................................................................................................................78<br/>3.6.9. Pilot Study..........................................................................................................................................78<br/>3.6.9.1. Research Validity ..............................................................................................................................79<br/>3.6.9.2. Research Reliability ..........................................................................................................................83<br/>Chapter Four: Research Findings and Discussion ......................................................................................85<br/>4.1. Descriptive Statistics .........................................................................................................................85<br/>4.1.1. Demographics Analysis.....................................................................................................................86<br/>Variables..................................................................................................................................... 87<br/>Description.................................................................................................................................. 87<br/>Frequency.................................................................................................................................... 87<br/>Percentage (%) ........................................................................................................................... 87<br/>4.1.2. Research Variables............................................................................................................................87<br/>4.1.2.1. Independent Variables: SaaS Quality .............................................................................................88<br/>4.1.2.2. Mediator Variable: Social capital ....................................................................................................95<br/>4.1.2.3. Dependent Variable: Customer Loyalty..........................................................................................97<br/>4.2. Structural Equation Modelling (SEM)............................................................................................99<br/>4.2.1. Measurement’ Model ........................................................................................................................99<br/>4.2.2. Model Fit..........................................................................................................................................106<br/>4.2.3. Structural model..............................................................................................................................108<br/>ix<br/>4.2.4. The Structural Model Validity - Final Result...............................................................................113<br/>4.2.5. Direct and Indirect (Mediating) Effects ........................................................................................113<br/>Chapter Five: The Impact of SaaS Attributes on Telecom Customer Loyalty Model ...........................119<br/>5.1. The Impact of SaaS Quality on Customer Loyalty.......................................................................120<br/>5.2. The Impact of SaaS Quality on Social Capital..............................................................................121<br/>5.3. The Impact of Social Capital on Customer Loyalty .....................................................................122<br/>5.4. The Impact of Social Capital on The Relation Between SaaS Quality and Customer Loyalty as <br/>a Mediating Variable....................................................................................................................................123<br/>5.5. Research Contribution....................................................................................................................123<br/>Chapter Six: Conclusion ..............................................................................................................................125<br/>6.1. Research Results Summary............................................................................................................129<br/>6.2. Research Limitations ......................................................................................................................133<br/>6.3. Recommendations ...........................................................................................................................134<br/>6.3.1. Recommendations For Telecom Industry .....................................................................................135<br/>6.3.2. Operational Recommendations......................................................................................................137<br/>6.4. Recommendations for Future Research ........................................................................................141<br/>References..........................................................................................143<br/>Appendix I Research Questionnaire <br/>Appendix II Published Paper |
| 520 3# - Abstract |
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| Abstract |
Abstract:<br/>The traditional telecommunication business model is basically concerned with providing <br/>connectivity services to their retail and corporate customers whether with voice or data <br/>services. Despite which, many of today’s telecom operators are approaching different <br/>market verticals (such as financial markets) through new services such as Fintech, IoT and <br/>so on that are mostly software products or Software-as-a-Service (SaaS) which are not <br/>telecom services in nature. Hence, this dissertation aims to investigate the impact of such <br/>SaaS quality on customer loyalty in the Egyptian telecom market, drawing on a social <br/>capital theory approach. Specifically, the study aims to explore the relationship between <br/>SaaS quality and loyalty, the relationship between social capital and customer loyalty, and <br/>customers' internal behavior as a social capital in the context of non-core telecom SaaS <br/>services in Egypt. The proposed model assesses the impact of SaaS quality on customer <br/>loyalty, with a mediating role of social capital.<br/>The study employed a quantitative research design, and data was collected through a survey <br/>questionnaire distributed via google forms to a sample of Egyptian telecom customers. The <br/>data was analyzed using structural equation modeling (SEM) techniques.<br/>The findings of the study indicate a positive relationship between SaaS quality and social <br/>capital, as well as between SaaS quality and customer loyalty. Additionally, there was a <br/>positive relationship between social capital and customer loyalty. <br/>The study also validated the proposed model, demonstrating the mediating role of social <br/>capital in the relationship between SaaS quality and customer loyalty in the context of noncore telecom SaaS services in Egypt. The proposed model provides a comprehensive <br/>understanding of the complex relationship between SaaS quality, social capital, and <br/>customer loyalty in the non-core telecom SaaS in Egypt.<br/>v<br/>The contribution of this thesis lies in the development and validation of the proposed model, <br/>which provides a framework for assessing the impact of SaaS quality on customer loyalty <br/>in the context of non-core telecom SaaS services in Egypt. The findings provide valuable <br/>insights for telecom companies and policymakers to take a strategic direction towards noncore telecom SaaS and design effective strategies for enhancing customer loyalty via the <br/>introduction of new technology in non-core businesses. |
| 546 ## - Language Note |
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| Language Note |
Text in English, abstracts in English. |
| 650 #4 - Subject |
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| Subject |
MOT |
| 655 #7 - Index Term-Genre/Form |
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| Source of term |
NULIB |
| focus term |
Dissertation, Academic |
| 690 ## - Subject |
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| School |
MOT |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
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| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Koha item type |
Thesis |
| 650 #4 - Subject |
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309 |
| 655 #7 - Index Term-Genre/Form |
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187 |
| 690 ## - Subject |
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309 |