Assessing the Impact of Service Quality on Customer Satisfaction: A case Study of Salam Telecommunications in Kunduz City Center

Abstract

The purpose of this research is to identify the level of customer satisfaction with the service quality of Salam Telecommunications Company in the center of Kunduz. The research method is descriptive-correlational in terms of practical purpose. The main question of this research is’’ Does the service quality of Salam Telecom Company has an impact on the satisfaction of customers or not? And the hypothesis of this research is that the service quality of Salam Telecom Company has a positive impact on satisfaction of customers. The desired statistical population of this research are (200) users of Salam SIM cards that (120) individuals were selected as the sample by the proportional stratified sampling method. The data has analyzed by the SPSS and the Cronbach's alpha coefficient has gotten (0.8). Therefore, the questionaries have the necessary reliability. The research findings show that the most important factor that affects customer satisfaction is the better quality and low price of services. Therefore, there is a meaningful relation between the quality services and customers satisfaction. By any measure which the price be less and the quality be appropriate the customer satisfaction will increase.