A Comparative Study of: Effects of Services Quality Determinants on Customer Satisfaction of Telecommunication networks in Helmand province

Abstract

Communication is very important for the development of the economy. Communication is very important for the facilitation of business transactions, good communication infrastructure, and economic prosperity. There is no shortage of products in all manufacturing sectors. This is why communication is so important for manufacturing or industrial organizations. It is the exchange of goods and services through rural areas. The main objective of this study is to conduct a comparative study on the effects of service quality factors on customer satisfaction of telecom networks in Helmand province. The data collection process has been divided into 370 questionnaires out of which 10 questionnaires have been lost and 10 questionnaires have been misdelivered. 350 questionnaires have been disposed of. 70 questionnaires have been answered by Afghan Bisam، 70 questionnaires by Etisalat، 70 questionnaires by MTN، 70 questionnaires by Roshan، and 70 questionnaires by customers in the correct way. In the survey، 350 customers responded، of which 58 were women (16.1%). The results of the study show that the customer satisfaction rate is higher than the five telecommunication networks in Helmand province and the customers are more satisfied with the response، guarantee and reliability and the customer comes to a lower level from the sympathetic and touchable devices.  Out of the five dimensions of the quality of the services of the Afghan Bism Telecom Network، the customers were satisfied only in terms of reliability and the customers were satisfied with the remaining four dimensions such as physical equipment، responsiveness، empathy and guarantee. Etisalat Telecom Network was satisfied in terms of five dimensions of service quality: physical facilities، and guarantees، but customer satisfaction was low in terms of reliability، responsiveness and empathy. The quality of services of an MTN network consists of four dimensions such as physical convenience، responsiveness، and empathy. The customer was not satisfied with the guarantee but the customer was satisfied with the reliability variable in terms of the quality of the service. The customer was satisfied with the reliability of the Roshan telecom network، but the remaining four dimensions were not satisfactory.