Service Quality and Customer Satisfaction in Two Telecommunication Service Providers in Qatar

In the increasingly competitive telecommunications sector, service quality has emerged as a critical driver of customer satisfaction and long-term success. This study investigates the relationship between service quality and customer satisfaction in Qatar’s telecommunications industry, focusing on the two leading providers: Ooredoo and Vodafone. Drawing on the SERVQUAL model, the research examines five key service quality dimensions—tangibles, reliability, responsiveness, assurance, and empathy—and evaluates their impact on customer satisfaction through a comparative analysis. Data were collected via structured questionnaires from 92 customers. The findings reveal a strong, positive, and statistically significant relationship between all service quality dimensions and customer satisfaction, with service quality accounting for 76% of the variance in satisfaction levels. While both companies received generally favorable ratings, Ooredoo customers reported higher satisfaction, particularly in intangible service aspects. The study contributes to the limited body of empirical research in the Gulf region and offers actionable insights for telecom operators aiming to improve service delivery, enhance customer loyalty, and align with Qatar’s national digital transformation goals.