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Register a new userMeasureing 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 .
قياس جودة الخدمات المقدمة من قبل الشركة السورية للاتصالات من وجهة نظر الزبائن دراسة حالة مقسم تشرين في اللاذقية
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Tishreen University ورقة بحثية
Publication date
2018
fields
Administration Science
and research's language is
العربية
Created by
Shamra Editor
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هدفت الدراسة إلى قياس جودة الخدمات المقدمة من قبل الشركة السورية للاتصالات من وجهة نظر الزبائن حيث تم دراسة حالة مقسم تشرين في اللاذقية و ذلك باستخدام مقياس جودة الخدمة SERVQUAL المعدل بإضافة بعدين هما جودة الشبكة و التواصل. و توضح الدراسة عملية قياس جودة الخدمات الهاتفية الثابتة المقدمة، من حيث الفرق ما بين ما يتوقعه الزبائن من خدمات هاتفية ثابتة و بين ما يتلقونه فعلاً، تم جمع بيانات الدراسة باستخدام الاستبيان الذي صممه Parasuraman و آخرون، حيث تم توزيع 200 استبيان على زبائن الشركة بطريقة عشوائية، و أشارت نتائج الدراسة إلى وجود تدني في جودة الخدمة و وجود فجوة في جميع أبعاد جودة الخدمة المتمثلة بـ (الملموسية، الاعتمادية، الاستجابة، الأمان، التعاطف، جودة الشبكة، التواصل)، و أن توقعات الزبائن تفوق مستوى الخدمات المقدمة فعلياً من قبل الشركة. و قد توصلت الدراسة إلى بعض التوصيات منها ضرورة الاهتمام بتحسين مستوى الجودة في الشركة، و تدريب الموظفين و تأهيلهم، و اعتماد الجودة معياراً أساسياً للعمل.
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.
References used
Debasish Baruah, Thuleswar Nath, Dimpi Bora, (2015) , Impact of Service Quality Dimensions on Customer Satisfaction in Telecom Sector, International Journal of Engineering Trends and Technology (IJETT) – Volume 27 Number 2
Negi R. (2009). User's perceived service quality of mobile communications: experience from Ethiopia. International Journal of Quality & Reliability Management. V: 26, No. 7, PP. 699 – 711
Agyapong, Gloria K.Q (2011) The Effect of Service Quality on Customer Satisfaction in the Utility Industry – A Case of Vodafone (Ghana), International Journal of Business and Management, Vol. 6, No. 5. pp. 203-210
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