Higher Diploma research submitted to

Council of the College of Administration and Economics – University of Karbala, as part of the requirements for obtaining degree of  a Higher Diploma in Quality Management

submitted by

Mohammed Muslim Hani

Supervised by

Assit.prof.dr. Ummayma Hamaid Abdullah Al-Adli

This study aims to show the extent to which the quality of Internet service using optical cable technology (FTTH) affects customer satisfaction as it is a new service that entered Iraq during the past few years through the evaluation of customers of the Communications and Informatics Directorate in Diwaniyah of the level of service provided to them, in addition to testing the relationship between the quality of Internet service in its dimensions and customer satisfaction in its dimensions. 

   The importance of the research lies in focusing on providing the basic requirements to improve the quality of services provided to customers of the organization under study, and identifying the factors influencing their decisions and how to improve the service. The study was applied in the Diwaniyah Communications and Informatics Directorate, and aimed to measure the extent of customers’ satisfaction with the quality of service. The sample included (132) respondents from the total study population.

   The research provided a theoretical framework for the study variables in addition to a practical analytical framework for the opinions of the research sample. Data were collected using a questionnaire in which the five-point Likert scale was applied. Cronbach’s alpha test was also used to ensure the stability of the answers, in addition to statistical methods including the arithmetic mean, standard deviation, answer intensity, and Pearson’s correlation coefficient. Data were analyzed using statistical programs (Excel 2016, SPSS v.27, Amos v.27) 

   The results showed a moral impact of the combined dimensions of service quality on customer satisfaction. The study concluded with recommendations, the most important of which are: the necessity for the management of the Communications and Informatics Directorate in Diwaniyah to continuously monitor the level of customer satisfaction, by improving the Internet service in terms of the speed of uploading and downloading data, and comparing service activities with their counterparts with the aim of correcting, developing and addressing weak points, which contributes to understanding customer needs and providing the appropriate service to gain their satisfaction.    

Keywords: service quality, customer satisfaction, optical cable technology, Directorate of Communications and Informatics in Diwaniyah.