Customer satisfaction in the operator's market of the Israeli Hi-Tech idustry
Customer satisfaction in the operator's market of the Israeli Hi-Tech idustry

Summary/Abstract: The main objective of this study is to present how customer satisfaction is perceived in the operators oriented companies comparing to other markets in the Israeli hitech industry. The literature review was conducted to find out the relationship between customer satisfaction on quality of service and loyalty. The literature confirms that relationship. A mixed method research has been established by using qualitative and quantitative research concept. The qualitative research included a sample of eighteen interviewees. A semi-structured interview was used where the interviewee had a great deal of freedom in how to reply. There were three markets under study: a) R&D Centers, b) Communication Operators and c) Military Organizations. The quantitative research was conducted over a sample of 100 companies from the above mentioned markets where a survey was introduced and filled-in. The results of the research demonstrate that customer satisfaction is an important factor in the Israeli high-tech industry. Additionally, it was found that the relation between customer satisfaction and loyalty was positive in the discussed markets. This study suggests creating a business management model, which can help each of the discussed markets - especially in the communication operators market, how to increase customer satisfaction and get more involved with future bids and business opportunities.

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