The impact of digital communication on enhancing customer satisfaction

Abstract

Digital transformation has changed the way we do things impacting all the different aspect of lives, new digital technologies like social networks, mobile, big data, internet of things, and other innovations like block-chain, society overall is facing a radical change due to the development of those technologies and their extensive implementations of all markets. We’re currently living in a world in which the way people communicate has changed dramatically social networks have redefined the way we collaborate in groups or more precisely in communities while making information continuously available. Every aspect of it including its channels keeps evolving by the year, the technological evolution has completely and radically shaped & changed our communication possibilities it has break geographical barriers that limited their expansion in the past. This dissertation's main purpose is to showcase the importance of digital communication and its diverse tools in business and its great role in improving service quality and enhancing customer satisfaction. In order to achieve that, this work was split into two parts, first theoretical part, which focuses on the emergence of digital communication and how this digital transformation changed the way we do business precisely in service quality and customer management. and the second part that is a study case conducted after an internship at Mobilis using a quantitative study carried out over a portion of costumers to better understand their expectation and service perception, in order to spot the light on the major importance of digital communication in the telecommunication field and public sector globally and the need to master its strategies and tools to excel at their business.