The Effect of Service Quality on Customer Satisfaction in Iraqi Telecommunications Companies in Khanaqeen City, Diyala Province (Case Study: Asia Cell)

Abstract

This study examines the impact of service quality on customer satisfaction in Iraqi telecommunications companies in Khanaqin, Diyala Governorate (case study: Asia cell).

Samples were collected from different age groups and socioeconomic levels to obtain the most accurate results.

The study sample consisted of 500 people, and only 25 questionnaires were lost.

By using an electronic questionnaire contained seven main sections, each with several sub-questions.

The study data was analyzed using SPSS software. Based on the correlation coefficient and the reliability of the data obtained from the electronic questionnaire, it was found that the quality of services and the speed of companies' response to customer demands have a significant positive impact on customer satisfaction, which in turn has a positive impact on profitability and company sustainability.

In recent years, the telecommunications industry in Iraq has experienced significant growth and competition, driven by increased demand for telecommunications services and widespread adoption of mobile devices. In this highly competitive market, customer satisfaction has become a key factor for the success and sustainable growth of telecommunication companies. Understanding the relationship between service quality and customer satisfaction is critical for telecommunications companies to improve service, meet customer expectations and maintain a competitive advantage.