أثر جودة الخدمات الهاتفية المقدمة من شركة يمن موبايل في تحقيق رضا الزبائن

Abstract EN

The study aimed to know the impact of telephone services quality provided by Yemen Mobile Company in achieving customer satisfaction, and to achieve the objectives of the study was relying on the descriptive analytical approach, and the questionnaire was used as a tool to collect data, and the study community is a customer of Yemen Mobile Company for mobile phone in Yemen, has been done Designing a questionnaire for the study, it was distributed on a suitable sample of (420) clients, (382) questionnaires were retrieved, which is (91%) of the total questionnaires that were distributed, statistical treatment was carried out on the study data, and the study showed: a high level For the quality of telephone services in a company Yemen Mobile in Yemen, and the presence of a high level of achieving customer satisfaction in Yemen Mobile Company, and the results also showed a statistically significant impact at the level of significance (0.05≥α) of the quality of telephone services in its dimensions (tangibility, reliability, safety, response, sympathy) on achieving Customer satisfaction with its dimensions (repurchase, commitment, satisfying needs and desires) at Yemen Mobile Company in Yemen.

The study recommended the need to maintain the level of quality of the telephone services provided to Yemen Mobile customers in Yemen through the company's keenness to possess modern and advanced devices in providing its services continuously to its customers, and the continued rapid response to the needs of customers in providing the service at any time and without interruption while doing the work.