Comparative Analysis of Service Quality and Customer Satisfaction in Libyan Telecommunications

This research examines perceived service quality of two telecommunications companies, Al-madar and Al-fewhat, as well as the demographic characteristics of their customers, in order to understand customer base, service effectiveness and satisfaction. The study includes a sample of 302 participants, which has a detailed analysis of gender, age, educational qualification, monthly income and frequency of visits. Demographic data suggests that Al-fewhat has a balanced gender distribution and a high educational qualification among its customers, while Al-madar has a more loyal customer base with high visiting rates.

In terms of service quality , Al-madar consistently performs better than Al-fewhat in all dimensions,.Al-madar customers report high satisfaction with the physical environment, the reliability of services, the staff's ability to meet their requirements with confidence, and understanding of customer needs and overall empathy shown by employees. Al-fewhat falls behind in attracting new customers, as well as converting them into repeated visitors, indicating areas to improve service distribution and customer engagement.

With the goal to meet customer expectations and improve satisfaction, this study highlights the significance of consistent service strategies. Al-madar's ability to retain its customers by providing high service quality functions as an example for enhancing its services. The outcomes highlight the significance of continuous practice monitoring and development in order to maintain long customer relationships and accomplish continuous business development.