Evaluation of the quality of telecommunication network services and citizens' satisfaction (case study of Irancell Babol region)

Dissertation for Master's Degree (M.A)

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Urban Planning

Today, evaluating the quality of company services and its relationship with customer satisfaction plays a significant role in the performance and strategic goals of the company. In the case of proper service, it leads to joint satisfaction and ultimately leads to an increase in the company's performance in all areas. The existence of competition among institutions and companies to gain more market share and the efforts of customers to achieve greater satisfaction has caused companies to seek a privileged position in the market.

The quality of goods and customer satisfaction, the examination of these two concepts in service markets is more sensitive and important due to the special characteristics of services, and it is also of special importance for service providers. Therefore, it seems that the discovery of the relationship between these two concepts can be effective in upgrading and improving the level of services provided by communication service companies on the one hand and obtaining more customer satisfaction on the other hand, and how to achieve this can be one of the prominent issues of service organizations. The company has a service evaluation aspect. The present research is of an applied type and its results clarify the impact of evaluating the company's service quality through service evaluation. In this research, a questionnaire was distributed among 200 citizens, and this statistical population was calculated through the Cochran formula. In the hypothesis test from the customer's side, H1:H>3 and the statistical value of the T test was calculated as 22.10, so the quality evaluation from the customer's perspective is appropriate. In the hypothesis test to compare the level of quality assessment, it was rejected at the 95% confidence level, because the statistical values ??of Chi-2 equal to 127.95 were obtained, which is in the zone of rejecting the null hypothesis. That is, the amount of evaluation is different from different aspects.

Subscribers and employees have evaluated the company in terms of service quality, providing various and appropriate additional packages. In this research, it was found that by improving the level of service quality, the level of satisfaction increases along with it. Finally, increasing the quality of services and joint satisfaction leads to increased performance and income from the activities of subscribers and attracting permanent customers who stay with us for years and use the company's service network to meet various needs at different stages of their life cycle. Introduction Today, the service sector plays a key role in the economy of countries, so that more than 75% of the gross national product of developed countries is related to their service sector, and this amount is constantly increasing. On the other hand, more than 70% of the workforce of developed countries are also engaged in the service sector of those countries. Today, due to intense competitive pressures, one of the strategies through which service organizations can gain a competitive advantage is to improve the quality of their services. The importance of paying attention to the issue of service quality has been noticed not only in for-profit companies but also in non-profit organizations such as charitable associations and religious institutions. Various surveys in this field show that improving the quality of services brings valuable results for organizations and ultimately leads to customer satisfaction and loyalty, gaining more market share and finally more profitability of the organization. In fact, it can be safely said that service organizations that do not pay special attention to the issue of service quality today cannot be successful in their business. In general, it can be said that today service quality as a strategic lever has a special role in the success of service organizations. Therefore, it is not surprising that many experts and researchers pay attention to topics such as service quality, service quality management, service quality evaluation of organizations, etc. As mentioned above, today, due to the increase in competition, organizations should seek to increase the quality of their services and evaluate the quality of their services from the perspective of their customers in different time processes, so as not to fall behind in the competition with other organizations. Managers of service organizations should pay attention to the fact that service quality is a strategic and profitable lever for organizations.They should believe that investing in improving the quality of services they provide to customers will bring them many benefits in the long term and ultimately lead to their survival in the competitive scene. One of the most important service companies that play an important role in the economy of countries are communication service companies. Institutions and companies to gain more market share and customers' efforts to achieve greater satisfaction have caused both companies to seek a privileged position in the market and customers to find clues to reach the best suppliers. Achieving these goals is closely related to the examination of two concepts, the quality of goods and customer satisfaction. The examination of these two concepts in service markets is more sensitive and important due to their special characteristics, and it is also of particular importance for service provider organizations. One of the companies and organizations that operate in the field of service provision, and its role and importance in the economy and development of the country is not hidden from anyone, are communication service companies. Therefore, it seems that the discovery of the relationship between these two concepts can be effective in upgrading and improving the level of services provided by communication service companies on the one hand and obtaining more customer satisfaction on the other hand, and how to achieve this can be one of the prominent issues of service organizations. Age of Knowledge) is called customerism and believes that due to the customization of production, from the 90s onwards, there will no longer be mass production, but goods and services will be provided based on the customer's needs and wants. One of the first strategies and priorities of successful and successful organizations in today's world is customer orientation and customer satisfaction.

Measuring service quality from the perspective of customers and customer satisfaction is one of the internal measures that shows the organization's orientation towards quality.

The points that are emphasized in service evaluation include these items First, service evaluation should be tailored to the company's strategies, each company's service evaluation is unique and should not be considered as a general template that is suitable for every company. Second, the service evaluation identifies a specific strategy or hypothesis about how the company will achieve its goals through operations. (Garrison, 2003, 43)

The service quality is the readiness of the service or product for the user, who needs the quality of design [1], adaptation [2], availability of the service delivery location [3]. (Coyothetis, 1992, 82) In today's era of knowledge and post-industrial era, rapid changes, technological developments have caused organizations to think globally and prepare themselves to face unforeseen competition.

In a world where changes occur at an extremely high speed, organizations and institutions are under threat and destruction. The appearance of competitors in the field of providing services and producing goods with good quality and reasonable price is a threat to organizations. In today's competitive world, there are successful institutions that are one step ahead of their competitors in the field of activity.

Today, people live in an environment that is increasingly moving towards a service-based economy, examining and studying the characteristics, opinions and expectations of organizations' clients can help to improve the organization's activities and lead to the satisfaction of the users of the organizations' services, delaying the use of quality techniques in services as a fundamental principle in the activities Related to determining the quality of institutions, it forces them to endure loss-making activities, this type of poor performance in providing quality services will not only prevent the competitiveness of units in the labor market, but also cause stagnation or bankruptcy of institutions.