Overview

Original Research

AN INTEGRATED APPROACH BETWEEN STATISTICAL ANALYSIS AND ANALYTICAL HIERARCHY PROCESS TO SELECT THE BEST TELECOM COMPANY DURING THE COVID19 PANDEMIC IN JORDAN

OLA YOUSEF HAYAJNEH 1, ALMO’MEN BELLAH ALAWNAH 2, and RAJAA HAYAJNEH 3.

Vol 18, No 03 ( 2023 )   |  DOI: 10.17605/OSF.IO/JB529   |   Author Affiliation: Department of computer information system, Jordan University of Science and Technology 1; Department of Industrial Engineering, Jordan University of Science and Technology 2; Department of computer science 3.   |   Licensing: CC 4.0   |   Pg no: 196-208   |   Published on: 11-03-2023

Abstract

In this study, we examined the impact of the Corona pandemic on customer satisfaction with telecommunications companies in Jordan, it was found that there is a close relationship between the presence of corona and the extent of customer satisfaction with the service provided. It has been found that the most influencing factors on the quality of service for telephone subscriptions are if the company supported the customers with free internet package and if there are any problems in the internet speeds, for internet subscription we have three significant factors that effected on satisfaction for customers, the factors are if there is a problem with internet and the ability of a company to solve technical problems company and if there is a problem communicating with customer service the resulting from Analytical Hierarchy Process shows that Umniah company is the best company in providing services during corona pandemic relatively to the criteria that affected customer satisfaction, the second company orange and the third one is Zain company.

Keywords

COVID19, Coronavirus, Decision making, Customer Satisfaction