قياس جودة الخدمات التي تقدمها شركة جوال من وجهة نظر الزبائن في محافظات قطاع غزة

العلول, إياد (2011) قياس جودة الخدمات التي تقدمها شركة جوال من وجهة نظر الزبائن في محافظات قطاع غزة. Masters thesis, جامعة الازهر.

Text ياس جوده الخدمات التى تقدمها شركه جوال من وجهه نظر الزبائن .pdf Download (2MB)

Abstract

The aim of this study is to measure the quality of services provided by the Jawwal Co. from the viewpoint of customers in the provinces of Gaza Strip. The study is based on the gap theory with the use of the measurement model SERVQUAL. The analytical descriptive method has been used to test the hypotheses of the study. Data has been collected through a questionnaire designed for this purpose, where the study population was about 700,000 subscribers. The researcher used stratified random sample method, where 800 questionnaire has been distributed on the study sample and 672 valid questionnaire has been recovered with a response rate of 84%. The study concluded that the evaluation of customers for the quality of the actual services is positive and good, but it does not reach the level of expectations, which means that there are opportunities to improve and develop the quality of services provided by the company, the study results indicated that customers are giving the (Network Quality) the greater relative importance followed by the dimensions in the following order (Tangibles, Reliability & Empathy, Responsiveness, Assurance). The study also found that the personal characteristics has effect -in varying degrees- on the perceived quality by customers of the services provided by the Jawwal Co. due to the (the nature of work, income, age, place of residence, qualification, gender). The study has come out with some recommendations that would enhance and upgrade the quality of services provided by Jawwal Co. and will benefit both the company, its employees, the customers and beneficiaries of the company's services, the most important are: working on finding immediate solutions to address the low level network and the base stations of Jawwal Co., as well as to clarify and inform customers about obstacles and challenges faced by the Jawwal Co. in the presence of the siege imposed on the Gaza Strip.

Item Type:	Thesis (Masters)
Subjects:	H Social Sciences > H Social Sciences (General)
Depositing User:	أ. طارق زياد عبد حنونة
Date Deposited:	02 Mar 2021 07:43
Last Modified:	02 Mar 2021 07:43
URI:	http://scholar.alaqsa.edu.ps/id/eprint/4411

Available Versions of this Item

• قياس جودة الخدمات التي تقدمها شركة جوال من وجهة نظر الزبائن في محافظات قطاع غزة. (deposited 03 Jan 2021 09:43)
  • قياس جودة الخدمات التي تقدمها شركة جوال من وجهة نظر الزبائن في محافظات قطاع غزة. (deposited 02 Mar 2021 07:43) [Currently Displayed]

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