عنوان مقاله [English]
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 22-item questionnaire and SMART-PLS 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. The telecommunications company must take brand image, service, networking, customer support, billing and internet services seriously and have appropriate plans for each to enhance the customer experience of the company. And this will only happen in the shadow of all the employees of the company, because if it had the best technologies, but the employees were not justified in providing the customer service and not providing the customer with the right service, all the investments would be wasted.