Abstract

This research aims to identify the relationship between exposure to social networking sites and its relationship to the formation of the mental image from the point of view of customers of the Palestinian telecommunications companies. The study community included 4 Palestinian telecommunications companies, and the sample consisted of (400) respondents from the clients of such companies. The study found that there is a moderate relationship between exposure to social networking sites and the formation of the mental image of the customers of the Palestinian telecommunications companies. It was found that the company's attitudes towards building a distinctive identity on social networking sites enhanced the degree of loyalty to them, and that these sites facilitated the distinction of the company's services from the rest of the companies. The study also found that there were no statistically significant differences in the responses of the study sample regarding sex and education variables. However, there were statistically significant differences in the responses of the study sample from the clients due to the age variable. The study recommended that companies should respond to customers very quickly in terms of services promoted on social networking sites.