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تاثير سماع صوت الزبون في تحقيق التفوق التنافسي : بحث تحليلي مقارن بين شركتي اسيا سيل للاتصالات وزين للاتصالات == The Impact of Listening To The Voice of The Customer In Achieving Competitive Superiority Search A Comparative Analysis Between The Two Asia - Cell Telecom And Zain Telecom
Author name:
سارة علي سعيد العامري
Supervisor name:
سعدون حمود جثير الربيعاوي
General topic:
Administration and Economics
Specific topic:
Business Administration
Degree:
Master
University:
University of Baghdad - Faculty Of Administration And Economics - Department Of Business Administration
Language:
Arabic
University location:
Baghdad
First pages:
07T3701 - p.pdf
Abstract:
The basic orientation of the study to determine the impact of listen the voice of the customer in achieving competitive superiority for companies operating in the industry to provide mobile telephone service, enjoy topic listen to the voice of the customer and competitive superiority of great importance to the relative modernity and its impact on the future of organizations.The study aimed to determine the extent of listen voice of the customer in the companies researched, as if listen voice of the customer is qualified to lead the companies researched to achieve the competitive superiority, for this purpose, formulated hypotheses of the study in three hypotheses, the first major hypothesis "there is a correlation with significance to listen to the voice of the customer in achieving competitive superiority. "while the second major hypothesis, "there is a significant moral influence to listen to the voice of the customer in achieving the competitive superiority" these hypotheses targeting to determine the role played by listen to the voice of the customer in the leadership of companies researched to achieve superiority over its competitors, while the hypothesis major third "there are significant differences between Zain telecommunications company, Asia - Cell telecom in the level of listen the voice of the customer to achieve a competitive superiority".To test the hypotheses of the study were applied in two sections in the Asia - Cell telecom and two in the Zain telecom, the total study sample (109) by (60) for the Asia - Cell telecommunications and (49) of Zain telecom for the purpose of completion of data collection were employed personal interviews and observation, and used a number of statistical tools for data processing like mean, standard deviation and coefficient of variation for the purpose of description and analysis of the sample, the simple linear correlation coefficient (Spearman) to test the validity of the hypothesis correlation, and simple linear regression to testthe validity of the hypothesis impact, as well as test (Mann Whitney) to test the validity of hypothesis of the moral differences between the two companies researched.And the study showed significant results for most stages of hearing the voice of the customer to achieve competitive superiority, as well as the study reached the existence of significant differences between the companies researched the level of listen the voice of the customer and to achieve competitive superiority, and led the results of the practical side of the study on a number of conclusions was the most prominent of which contribute to listen to voice of the customer to make the organization more able to achieve competitive superiority and dominating the target markets, as well as the existence of significant differences between the two companies researched the level of listen to voice of the customer and the achievement of competitive superiority.The end of the study a set of recommendations highlighted the necessity for attention Zain telecom to develop most recent methods to capture the voice of the customer such as the use of the model Campa and the model of Kano or other of modern methods as well as activate new ways of interpreting and translation and publication of voice of the customer in the company as a function of deployment quality if they target continue to ascend the site is superior to competitors, and the necessity for Asia - Cell telecom to listen the voice of the customer a higher level if they target the achievement site is superior to competitors.
