واقع رضا العملاء عن الخدمة المقدمة من شركة الاتصالات الفلسطينية - جوال في الضفة الغربية
Date
2021-08-09
Authors
نزار نضال عبد الفتاح الكركي
Nizar Nedal Abedalfattah Alkaraki
Journal Title
Journal ISSN
Volume Title
Publisher
جامعة القدس
Abstract
The study aimed to identify the level of customer satisfaction with the service provided by the Palestinian Cellular Telecommunications Company - Jawwal in the West Bank. It also aimed to study the factors related to the service/product, and factors related to the service provider, and trying to find a relationship between them and the level of general customer satisfaction with the services.
The descriptive approach was adopted in conducting this study, and the study population consisted of all customers of the Palestinian cellular communications company - Jawwal in the West Bank, and as a result of the difficulty of determining the size of the community, the number of Palestinian residents in the West Bank was considered representative of the community, whose population, according to the estimates of the Palestinian Center for Statistics for the year 2021, amounted to (3,120,448) people, and the society was divided into three classes: the governorates (north, central, and southern of the West Bank), A simple random sample was selected from each layer, so that the final sample size was (384) research items, of which (359) were retrieved with a recovery rate of ( 93.4 .)%
The questionnaire was used as a data collection tool and was distributed electronically to the study sample, as a result of safety procedures and requirements for social distancing and non-mixing due to the spread of the Corona pandemic.
The study concluded several results, the most important of which are: that the level of customer satisfaction with the services provided by Jawwal was significantly (72.6%), in addition to the fact that the reality of the factors related to the service/product was high for Jawwal, with the exception of factors related to service/product prices, which It came with a medium score of (67.4%), the study also concluded that there is a direct relationship between the factors related to the service provider and the level of general satisfaction with the services provided by the company, where the coefficient of determination for this relationship was (16.3%),this means that the presence of a high level of factors related to the service provider affects the improvement of the level of customer satisfaction with the services. The study also showed a relationship between the factors related to the service / product and the level of satisfaction with the services provided by the company, the coefficient of determination for this relationship was (25.9%), which means the importance of these factors together in improving the level of customer satisfaction with the service. The study also showed the existence of significant differences about the level of customer satisfaction with the services provided by Jawwal, these differences were attributed to the factors of academic degree, the nature of using the service, the number of years of receiving the service, and receiving services from competing companies, while there were no significant differences in the respondents' answers due to gender, age group, and profession/sector.