The Dimensions of Communication Service Quality from Customer's Point of view

Abstract

The objective of this study is to determine the dimension of the quality of the communication service in the branches of Asiacell and Korek in Mosul from the point of view of the customer. And diagnose the dimensions of the quality of telecommunication service for both telecommunication companies operating in the Iraqi environment. Besides identifying the relative importance of the dimensions of quality of service in telecommunications. The study adopted several functional dimensions, including: tangibility, reliability, responsiveness, assurance and empathy). In addition, the technical dimensions (network quality, communication quality, network coverage and SMS service). The questionnaire was used as the main tool for field data collection in the study. The questionnaire was distributed to a sample of customers of the both companies, which were included in the study. A number of findings were made, including: Both companies have indicators ofcustomer satisfaction with the quality of the services they provide. The sub-components of network quality have not been achieved regarding both two companies .