The Determinants of Organizations’ Performance in the Algerian Mobile Telecommunications Market

Abstract

This qualitative study, unprecedented to our knowledge, consulted Algerian mobile operators to understand the challenges they face and the levers of their performance in terms of customer satisfaction and loyalty. By soliciting the perspectives of market practitioners, we uncovered a competitive, saturated, legally constraining, and technically challenging market. To succeed in such a context, mobile operators need to prioritize exemplary service quality, optimal customer experience, diversified and innovative digital services, and competitive pricing. These findings, based on a thematic analysis of industry professionals' revelations, offer a nuanced view of the specific challenges facing the Algerian market. They also highlight concrete ways to optimize customer relationships in this sector and ensure the sustainable performance of its players.