The Impact of SaaS Quality on Customer Satisfaction in the Egyptian Telecom Service Providers

Abstract

The goal of this research is to empirically investigate the influence of SaaS Quality on Customer Satisfaction in Egyptian telecom service providers: The objectives of this research are: to examine the relationship between SaaS Quality and Customer Satisfaction, to test the relationship between SaaS Quality and Social Capital, to test t the relationship between social capital and Customer Satisfaction, and to investigate the mediation role of social capital between SaaS Quality and Customer Satisfaction. The methodology used is focused on quantitative analysis utilizing an online survey tool to collect the necessary data and AMOS software for structural equation model analyses (SEM). The study’s main findings are that: there is a statistically significant direct effect between SaaS Quality and Customer Satisfaction, as well as a statistically significant direct effect between SaaS Quality and Social Capital. Social Capital has a statistically significant direct effect on Customer Satisfaction. Finally, the study found that there is a partial mediation effect of the Social Capital between SaaS Quality and Customer Satisfaction in Egyptian telecom market.