چکیده:
Customer satisfaction is a positive feeling created in the consumer or recipient of a product and service. Various studies show that increasing customer satisfaction leads to increased profitability, increased market share, continuous customer retention, and an increase in the customer lifetime within the organization. Accordingly, this research aims to investigate the level of satisfaction of female customers with the performance of two mobile phone companies, Hamrah-e Aval and Irancell, at the level of Urmia city. The statistical population of the research is 150 current female customers in the two companies, Hamrah-e Aval and Irancell, in Urmia city. Given the results of the Kolmogorov-Smirnov test, the data distribution is not normal; therefore, a paired-sample sign non-parametric test was used for data analysis. The findings of the research showed that both companies are at the same level in terms of advertising to attract customers, but Hamrah-e Aval is a leader compared to Irancell in terms of providing high-quality and up-to-date services, after-sales services, and appropriate signal coverage throughout the city, and these factors have caused the loyalty of female customers to Hamrah-e Aval to be higher than Irancell.
خلاصه ماشینی:
Investigating the level of satisfaction of female customers with mobile phone services in Urmia County (Comparison of two companies: Hamrah-e Aval and Irancell) Dr. Houshang Taghizadeh Ayda Maskarian Abstract Customer satisfaction is a positive feeling created in the consumer or recipient of a product and service.
Accordingly, the present research aims to investigate the level of satisfaction of female customers with the performance of two mobile phone companies, Hamrah-e Aval and Irancell, in the city of Urmia.
The research findings showed that both companies are at the same level in terms of advertising to attract customers, but Hamrah-e Aval is a leader compared to Irancell in providing high-quality and up-to-date services, after-sales services, and proper signal coverage throughout the city, and these factors have caused female customer loyalty to Hamrah-e Aval to be higher than Irancell.
Seventh Hypothesis) The level of general satisfaction of female customers of the two companies, Irancell and Hamrah-e Aval, is equal: The results of the paired-sample sign test output are provided below.
Fourth Hypothesis) The level of satisfaction of female subscribers with the quality of calls in the two companies, Hamrah-e Aval and Irancell, is equal: To test this hypothesis, due to the non-normality of the data distribution, the paired-sample non-parametric sign test has been used, the output of which is provided below.
Third Hypothesis) The level of satisfaction of female subscribers with after-sales services in the two companies, Hamrah-e Aval and Irancell, is equal: To test this hypothesis, due to the non-normality of the data distribution, the paired-sample non-parametric sign test has been used, the output of which is provided below.
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