Measureing the quality of the services provided by the Syrian Telecommunications Company from the customers’ point of view. The case of Tishreen Telephone Exchange in Lattakia .

The aim of this study is to measure the quality of the service provided by the Syrian Telecommunications Company from customers’ point of view. Tishreen Telephone Exchange in Lattakia was examined using the SERVQUAL standard which is modified by adding two dimensions; network quality and communication. The study shows the process of measuring the quality of provided fixed telephone services in terms of difference between what customers expect and what they actually receive. The data was collected using a questionnaire designed by Parasuraman and others. 200 questionnaires were randomly distributed to the company's customers. The results of the study indicate that there is a gap in all dimensions (Tangibility, reliability, responsiveness, assurance, empathy, network quality and communication) and that customers' expectations exceed what the company actually provide. The study concluded with some recommendations including the necessity of improving the quality of service, training the staff and adopting quality as a basic standard for work.