دور لغة جسد البائعين في كسب رضا الزبائن : (دراسة استطلاعية لآراء عينة من المستهلكين للأجهزة الإلكترونية في المراكز التجارية لمحافظة سليمانية-إقليم كوردستان العراق)‎

الملخص EN

This study aims to identify the effect of elements of body language represented by (Personal space, physical appearance, body position, visual contact, and smile) on gaining customer satisfaction from the consumer perspective of electronic devices in the city of Sulaymaniyah, Kurdistan Region / Iraq.

To achieve the study objectives, the analytical descriptive approach was used, data was collected through the questionnaire, and 50 questionnaires were distributed.

The study sample included the consumers who buy their electronic devices in some of the markets located in the city of Sulaymaniyah, such as Majdi Mall and Family Mall.

The study concluded that there is a positive and statistically significant correlation and effect between the elements of body language and customer satisfaction.

The element of personal space was the most influential among other elements in the impact on the acquisition of customer satisfaction, and the physical appearance was the least influential.

The study recommended the establishment of periodic training courses in order to learn and develop its employees in the concept of body language and use it as an effective way to gain customer satisfaction.