Babakus, Bienstock, and James (2004) have identified that the customer satisfaction models on service quality evaluation techniques have been built in a number of industries. The theoretical and conceptual framework of this research effort is basically determined by the relevance of the existing theoretical postulates and the conceptual frameworks of analysis and reference within the wider Egyptian market structures. Thus there will be an in-depth examination of the available literature on the subject to identify the correlations between among a set of more significant endogenous and exogenous variables involved in customer satisfaction and loyalty at Egypt telecommunication sector (Gustafsson, and Johnson, 2004).
Egyptian telecommunication industry invariably brings to bear a diversity of experience and culture on its diverse customer base. Global telecommunication service operations are characterized by ever increasing uncertainty and competition. Against this backdrop it’s essential to consider the extent to which the product and service quality has an impact on customers in mobile industry in Egypt (Fornell, 2001). As much as mobile services are highly influenced by competitor behavior as an exogenous variable, the service quality also affects the consumers’ perception and behavior as an endogenous variable. This paradigm of behavior is essentially associated with the ever rising telecommunication industry competition across the globe and above all customer satisfaction strategies and initiatives have shaped Egypt mobile industry’s operations.
Customer satisfaction is the key in any business undertaking, especially success or failure of the business is mainly dependent on it. In the past the importance of customer satisfaction was not recognized as an important metric in determining critical success factor related outcomes due to the fact that many entrepreneurs focused attention on the increase of new customers