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DC Field | Value | Language |
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dc.contributor.advisor | محمد الهاشمي, حجاج | - |
dc.contributor.author | عبدالله, محجوبي | - |
dc.contributor.author | أسامة, بن عريف | - |
dc.date.accessioned | 2024-07-09T10:12:42Z | - |
dc.date.available | 2024-07-09T10:12:42Z | - |
dc.date.issued | 2024-06-09 | - |
dc.identifier.uri | https://dspace.univ-ouargla.dz/jspui/handle/123456789/36513 | - |
dc.description | تسويق الخدمات | en_US |
dc.description.abstract | تهدف هذه الدراسة إلى معرفة أثر جودة الخدمات على رضا الزبائن في شركة ياليدين ورقلة، حيث اعتمدت الدراسة على منهج الوصفي التحليلي، من خلال جمع البيانات بواسطة الاستبيان الالكتروني الموزع على عينة من زبائن شركة ياليدين ورقلة، ولتحليل هذه البيانات تم استخدام برنامج الحزم الإحصائية للعلوم الاجتماعيةSPSS.26. وقد توصلت الدراسة لجملة من النتائج أهمها:يوجد تأثير للجودة على رضا الزبائن بصفة عامة في حين ان هناك أثر لكل من بعدي الاستجابة والتعاطف على رضا الزبائن وعدم وجود أثر لأبعاد الجودة المتبقية الاعتمادية والملموسية والضمان على رضا الزبائن بالإضافة الى ان الرضا على خدمات الشركة كان متوسط حسب عينة الدراسة.This study aims to find out the impact of the quality of services on customer satisfaction at Yalidine Ouargla Company. The study relied on a descriptive analytical approach, by collecting data using an electronic questionnaire distributed to a sample of Yalidine Ouargla Company’s customers. To analyze this data, the Statistical Packages for the Social Sciences program was used.SPSS.26. The study reached a number of results, the most important of which are: there is an impact of quality on customer satisfaction in general,while there is an effect for both the dimensions of responsiveness and empathy on customer satisfaction,there is no effect of the remaining quality dimensions of reliability, tangibility, and guarantee on customer satisfaction, In addition, satisfaction with the company's services was average according to the study sample. | en_US |
dc.description.abstract | This study aims to find out the impact of the quality of services on customer satisfaction at Yalidine Ouargla Company. The study relied on a descriptive analytical approach, by collecting data using an electronic questionnaire distributed to a sample of Yalidine Ouargla Company’s customers. To analyze this data, the Statistical Packages for the Social Sciences program was used.SPSS.26. The study reached a number of results, the most important of which are: there is an impact of quality on customer satisfaction in general,while there is an effect for both the dimensions of responsiveness and empathy on customer satisfaction,there is no effect of the remaining quality dimensions of reliability, tangibility, and guarantee on customer satisfaction, In addition, satisfaction with the company's services was average according to the study sample. | - |
dc.language.iso | other | en_US |
dc.publisher | جامعة قاصدي مرباح – ورقلة | en_US |
dc.subject | رضا الزبائن | en_US |
dc.subject | اعتمادية | en_US |
dc.subject | ضمان | en_US |
dc.subject | ضمان | en_US |
dc.subject | استجابة | en_US |
dc.subject | تعاطف | en_US |
dc.subject | جودة الخدمات | en_US |
dc.subject | ملموسية | en_US |
dc.subject | empathy | en_US |
dc.subject | response | en_US |
dc.subject | qualityof serves | en_US |
dc.subject | customer satisfaction | en_US |
dc.subject | tangibility | en_US |
dc.subject | reliability | en_US |
dc.subject | guarantee | en_US |
dc.title | تأثير جودة خدمة البريد السريع على رضا الزبائن دراسة حالة شركة ياليدين "YALIDINE" ورقلة | en_US |
dc.type | Thesis | en_US |
Appears in Collections: | Département des sciences commerciales - Master |
Files in This Item:
File | Description | Size | Format | |
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benariff-mehdjebi.pdf | 4,71 MB | Adobe PDF | View/Open |
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