From the research findings, it can be concluded that Zain’s privatization changed its organizational structure and strategy. There were several changes in the way the company handle and run its affairs. Before the privatization, making quick decisions when there were urgent decisions that needed to be made was not easy since the company was owned by the state, and had a board of directors charged with the mandate of making decisions on behalf of the company. Getting hold of all the board members to assist in making key decisions was difficult since they also had other government duties assigned to them. The research findings also revealed that Zain’s services changed after its privatization. When comparing Zain’s services between pre and post privatization, the study revealed that the level of satisfaction due to service and product increased. The several categories of service delivery evaluated included: communication to the clients, monthly billing, branches availability and working hours, and the time for service delivery whether it is new subscription or reactivation of the service. The results revealed that the services before privatization were basic. In regard to its services, Zain also increased its investment in software development services, sophisticated modern technology. wireless connectivity services, including 3G, 4G/LTE Internet services and fiber optics after its privatization. The varied products and services brought about by Zain’s privatization were registered in its profits.

Some of potential weaknesses experienced during the study that were not within the control of the researchers included time constraints, small number of participants and lack of pre-privatization company sources. As regards to time. time frame allocated for the entire study was not enough to enable the researcher interview all the respondents. The set time was limited. thus, it was difficult for the researchers to meet the employees and the customers, some of which have busy schedules. Secondly, the sample population chosen for the research was small compared to the entire number of Zain’s customers and employees. Lastly, before privatization. the company was owned by the government and was not listed in Kuwait stock Exchange market. Therefore, to access data and get information on the strategy was almost impossible.

Some of recommendations that can be drawn from the study revolve around what can be done to ensure positive effects of privatization are realized. For instance, privatization should be linked with innovation in order to enable companies give their best. The focused approach with competitive market setup induces companies to give in their maximum (Ellis & Levy 2008). Furthermore, bringing the latest technology to their customers and offering affordable price generates the need of improvement. Secondly, companies should invest money in research facilities to maximize their efficiency, and to provide the latest technology to their customers (Hernon & Metoyer-Duran 2004). Customers’ satisfaction is given great importance since companies cannot afford to lose their customers.

References

Ellis, T. J., & Levy, Y., 2008. Framework of Problem-Based Research: A Guide for Novice

Researchers on the Development of a Research-Worthy Problem. Informing Science: The International Journal of an Emerging Transdiscipline, 11, 1–33.

Hernon, P., & Metoyer-Duran, C., 2004. Problem statements in research proposals and published

research: A case study of researchers’ viewpoints. Library & Information Science Research, 16(105-118).