Service Quality Determinants of (DHBS) Electric Company on Customers Satisfaction in Helmand Province, Afghanistan

Abstract

This research has investigated the Service Quality Determinants of (DHBS) Electric Company on Customers Satisfaction. In order to achieve the objectives of the research, data was collected from (94) customers using questionnaires. Customers have been selected based on convenience sampling method for data collection. The data collected from the customers has been analyzed with SPSS Computer Program. The results of the research show that all variables of service quality such as Reliability have a negative average relationship with customer satisfaction, Assurance has a positive average relationship with customer satisfaction, and Tangibility has a positive average relationship with customer satisfaction. There is an average relationship, Empathy has an average relationship with customer satisfaction, and Responsiveness has an average negative relationship with customer satisfaction. The results of the research have shown that customer satisfaction was high in the service quality dimensions of (Empathy), and on the contrary reliability and responsiveness were the least.