علاقة جودة الخدمات برضا الزبون في مؤسسة

Abstract

The aim of this study is to establish the relationship between quality of service, customer satisfaction and the fact that it is in the institutions of the study sample and how to apply it. The study was based on the descriptive approach and the analytical approach to the analysis of the data obtained through the design of a questionnaire which included 10 phrases that were distributed after verifying the veracity and stability. On a random sample of 69 clients of the institution, the hypotheses of the study were processed and tested using the statistical package for social sciences spss20. Based on various statistical methods such as consistency, mean and standard deviation, Pearson correlation coefficient. After analysis and analysis, the study reached a set of results It has proved to be a strong positive relationship between the quality of the service of the institution and the satisfaction of the customer. Therefore, its application today has become an imperative necessity to cope with modern developments on the one hand and to improve its performance in light of the increasing international competition on the other hand.