Communication Network Parameters and Performance Measures: Jordanian Customer Loyalty as a Case Study

Abstract

In this paper, we investigate the communication network performance and customer loyalty. A revision of performance parameters and measurement techniques is discussed. The main goal of this paper is to estimate the loyalty of Jordanian customers using questioner. Both mobile and Internet users were included in the case study. The results are useful for companies, who want to improve the provided Quality of Service (QoS) and also for users with different requirements to the communication networks.