الفهرس 
Discussing the Results of the Exploratory StudyOnly 14 pages are availabe for public view
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Abstract
The researcher is conducting this study to investigate the
relationship between customer satisfaction (measured by
customer feelings, expected performance, recommendations to
others, spreading positive word of mouth, and perceived price)
and switching intention (measured by repurchase, sensitivity
to offers provided by competitors, keeping the relationship
with the same provider, difficulty of switching, and cost
incurred when switching). Then, the study is trying to find out
the role of consumers’ demographics (age, gender, education,
occupation income, and marital status) and geographic
location as moderating variables change the relationship
between customer satisfaction and switching intention, applied
in the Egyptian mobile telecommunication market.
Numerous empirical studies from the consumer goods
and services literatures showed that customer satisfaction has a
significant effect on switching intention. To test this
relationship, a systematic random sample was collected from
500 Egyptian subscribers in the three mobile operators
(Vodafone, Orange, and Etisalat). The data was analyzed using
correlation and multiple liner regression analysis to identify the strength and trend of the relationships among the study
variables.
The results showed that, with confidence degree 95%,
there is a significant relationship between customer
satisfaction and switching intention. Also, there is a significant
relationship between switching intention and each of
recommendations to others and spreading positive word of
mouth.
Regarding moderating variables (demographics), it was
found that age, gender, education, occupation, and marital
status have insignificant effects on the relationship between
satisfaction and switching intention. While, switching
intention is affected only by the difference in income.
Entering location as a moderating variable doesn’t change
the significance of the effects of recommendations to others
and spreading positive word of mouth on switching intention.
At the same time, location doesn’t change the non-significance
of all other independent variables.
Keywords: customer satisfaction, switching intention,
demographics, and geographic location.