Customers and Employees’ Attitudes in the Jordanian telecommunications Company towards the perceived quality of service

Abstract

This study aimed at identifying the attitudes of the customer and employees working in the Jordanian telecommunication companies towards the perceived quality of service, To achieve the goals of the study and test its hypothesis, a questionnaire was developed and distrusted to a random sample of workers in the Jordanian Communications Company in Amman region. They were (275) employees in addition to a random simple sample of the customers of Jordanian Communications Company in Amman region. They were (441), including a percentage (0.01%) of all customers of Jordanian Communications Company. A set of statistical measures such mean, standard deviatin, Manova, T.test, were used. The study found out certain results, including:
1. The level of workers’ awareness in the Jordanian Communications Company in Amman region towards the dimensions of the perceived quality is higher than that of customer perception.
2. There are differences in perception clients Jordanian Communications Company in Amman region about the dimensions of the perceived quality variable, depending on the (Sex, and scientific qualification), although there are some differences in perception workers in Jordanian Communications in Company Amman region about the dimensions of quality due to the changing experience, age, and scientific qualification.
The study recommends that the Jordanian Communications Company considers perceptions and understanding of the role of the client, since the company is aware of the importance of the (customer) (consumer external and internal), that determines the quality. It is urgent to deal with them and satisfy their needs and expectations.