Professional Documents
Culture Documents
593
......
594
-26 2010-
)
/7.304/
:2009 .(42
: Paul .
( Feldwick, Ind. Nicholas: 2004, P18
:
). (Shapiro & Varian, 1999
Ping, 1993 .
595
......
.
:
.1
.
.2
.
.3
.
.4
.
:
:
:
: 6 15 - 12 1
.2009
:
.
:
. :
596
-26 2010-
.
. :
%5 ) . :2009
.(42
:
.
.1 ) :
( .
.2 ) :
( .
.3
.
.4
.
:
:
.1 )
( .
597
......
.2
) ( .
.3
.
:
. :
.
. :
. /14/ .
:
. :
.1 2002
2002 "
"
.
.
598
-26 2010-
.3 2005
2005 "
"
:
.
.2 2008
2008 . "
".
. :
.1 (2001) Gerpott et al.
2001 Gerpott, Torsten & SchindlerCustomer :
599
......
.
.
Telecommunication Services
Change
:
:
600
-26 2010-
. :
& (Cooper
/874.914/
) :
+ 2009 .( www.syriatell.com
. :
) .(Bartholomew et Konott, 1999
/14/ /70/
/120/ /100/
. : :
.1 :
.2 :
.
. : :
. - .
601
......
. . :
/15/
) .(1 /9/
. /12//13/
/15/ . /1/ /2/ /3//14/
. /10/
. /4/ /5/ /6/ /7/
. :
) %73 (2
%70 .
:
:
.1
.
602
-26 2010-
.2
.
.3
.
:
Martell & Bandyopadhyay, 2007
10 5 Kotler, Ph. .
.Marketing, 2004
"
) . :2009 (35
.Oliver, 1997
:
.1 : Neal, 1999
.
:
.Yim & Kannan, 1999
603
......
.Jones & Taylor, 2007
.2 :
.3 :
.Ind. Nicholas, 2004, p22
:
:
Butcher et al
2001
Selvam et al.
2006
2007
:
Dick & Basu, 94: pp 99-113
:
.1 :
.
.2 :
.
604
-26 2010-
.3 :
.
.4 :
.
. : .
. :
.
. : .
. :
.
:
:
.
605
......
. .
) . 2007 (43
:
.
) 2004 (324
:
/800/ 2000 /3/
2007 %22
%39 ) .( www.aljazera.net
%40
%60
) (2009
.
w995
). .(2009
606
-26 2010-
/1130/
/550/ ) 2005 2008 (24
SPSS
) (2
. :
- : :
55
%55
45
%45
100
%100
: :
11
%11
20 .
67
%67
40000- 20001.
15
%15
40000.
%7
100
%100
: :
20
%8
35 21
65
%65
50 36
19
%19
50
%8
100
%100
607
......
%74
%0
%8
%18
%100
%70
%0
%16
%14
%100
%27
%20
%34
%19
%100
. :
:
) ( .
608
-26 2010-
.
0.247 0.01
.
:
) ( .
:
Eta Coefficient 0.18
- 0.016 Sig. = 87
.
N97
/26/ .) . (2009 10
609
......
.
:
0.057 0.57
%50
: :
.1
.2
.3
.
610
-26 2010-
.4
.
: :
.1
-
.
.2
- .
.3
.4
611
......
.5
:
.
612
2010- -26
:
2009 . .1
2007 .2
2004 .3
2009 . .4
2006 .5
. . .6
2006
2008 .7
2006 .8
:
1.
2.
3.
Cooper, D.R. & Schindler, P.S., Business Research Methods, 18th Edition. New
York:, McGraw-Hill, 2003
4.
5.
6.
613
......
7.
Hill & Charis Lederer, Managing Brand To Build Value, HBS Press, 2001, p5
8.
9.
10. Jones, Tim & Taylor, Shirley F , The Conceptual Domain of Services Loyalty,
Journal of Services Marketing, Vol.21, No.1, pp36-51, 2007
11. Kim, Moon Koo, Park & Dong Heon, The Effect of Customer Satisfaction and
Switching Parries on Customer Loyalty in Korean Mobile Telecommunication
Services, Telecommunication Policy, Vol.28, pp145-159, 2004
12. Marttel, Michael & Bandyopadhyay, Subir, Does Attitudinal Loyalty Influence
Behavioral Loyalty? Journal of Retailing and Consumer Services, Vol.14, pp35-44,
2007
13. Neal, William D., Satisfaction is Nice But Value Drives Loyalty, Marketing
Research, Vol.11, No.1, pp20-23, 1999
14. Oliver, R.l., Satisfaction: A Behavioral Perspective on the Consumer, Jjournal of
Targeting, Measuring and Analysis for Marketing, Vol.11. No.3, pp 230 243, 1997
15. Ping Robert, The Effect of Satisfaction and Structural Constraints on Retailer
Exiting, Journal of Retailing, Vol.69, No.3, pp320-352, 1993
16. Shin, Dong-Hee & Kim, Won-Yong, Forecasting Customer switching intention in
mobile services, technological forecasting & Social Change, pp2-21, 2007
17. Selvam, M., Sudhahar, Clement J., & Britto, Prabhu A., Service Loyalty Measurment
Scale: A Reliability Assessment, American Journal of Applied Sciences, Vol.3,
No.4, pp1414-1818, 2006
18. Ting Pong, Lu & Yee, An Integrated Model of Service Loyalty, Working Paper,
International Conference, Brusseles, Belgium, 2001
19. Uncles, M. U., Dowling, G.R. & Hammond, K., Customer Loyalty and Customer
Loyalty Programs, Journal of Consumer Marketing, Vol.20, No.4, pp294-316
:
. .1
2008
.2
2002 "
614
-26 2010-
.3
http//bbekhti.online.fr/tv-pdf/memoire_taouti.pdf 2005
:
.1 12 2008
.2 99 1 2009
.3 5 2008 37
12729
.4 26 2008
37 12750
.5 7.3 %5
2009 42
:
www.annabaa.org .1
www.syrianews.com .2
2009/11/12
www.alazmenah-tisv .3 2009 /10/ 25
www.syriatewll.com .4
.2009/12/3
615