Investigating the components affecting customer experience in Khorasan Razavi Telecommunication Company

Abstract

The customer experience encompasses all aspects of a company's partnership: excellence in support services, promotion, packaging, product and service features, ease of use and adaptability. Customer Experience the consumer's internal and personal reaction to any direct or indirect interaction when using a business. The purpose of this study was to measure customer experience in Khorasan Razavi Telecommunication Company. In this study 384 customers of Telecommunication Company in Mashhad city participated, which was done during the first 3 months of year 1398. The research tool was a questionnaire and partial least squares analysis was used to analyze and test the research hypotheses. The results of the research hypotheses showed that brand image, service, network and customer support, billing, shop and self-service influenced the customer experience.

Keywords

• customer experience
• brand image
• service provisioning
• networking
• customer support
• billing
• store and self service