The Impact of Privatisation on Customers Satisfaction in Service and Communications Offices of Tabriz

Abstract

Governments in recent decades have performed privatization to receive to high efficiency and economic growth, entrepreneurship, customers satisfaction and to implement decentralization policy. So, establishing service and communications offices in Iran has been mentioned in order to achieve these policies. As customers satisfaction is one of the most important indexes of privatization success in customer and offices perspective, this descriptive study wants to investigate the impact of privatization of service and communications offices on customers satisfaction in Tabriz city. There are 88 private service and communications offices in Tabriz whose customers are our statistical population, and we use cluster sampling to select our statistical sample. Data collected through questionnaire analyzed in SPSS software, and results show that privatization increases customer satisfaction and reduce customer costs.

Keywords: Privatisation, Customer Satisfaction, Service and Communications Offices, Mailing Costs, Tabriz, Iran

View PDF