واقع جودة الخدمات المقدمة في معبر رفح البري من وجهة نظر المسافرين

الملخص EN

The aim of the study was to know about the quality of services provided at Rafah land crossing from the point of view of travelers and to reveal differences in the quality of services provided at Rafah land crossing from the point of view of travelers due to variables (gender, age, scientific qualification and governorate.)the researcher used the descriptive analytical approach, using a questionnaire distributed to the sample, which was made up of (280) travelers through the Rafah land crossing in 5/2022.

the results of the study indicated that the quality of services provided at Rafah land crossing from the point of view of passengers reached (70.3%), which is a high level, the results of the study indicated that the percentage of concrete physical aspects reached (70.4%) which is a level of "high" and the results of the study indicated that the percentage of reliability reached (68.9%) which is "high" and the results of the study indicated that the response rate reached (68.5%) which is a "high" level and the results of the study indicated that the safety rate reached (72.6%) which is "high", and the results of the study indicated that the empathy rate reached (71.2%), which is a level of "high", it is clear that there are no statistically significant differences between the average quality of services provided at the Rafah land crossing from the passenger point of view attributable to the gender variable of all dimensions.

there are no statistically significant differences between the average quality of services provided at the Rafah land crossing from the passenger point of view due to the age variable of all dimensions ، there are no statistically significant differences between the average quality of services provided at the Rafah land crossing from the passenger point of view due to the change in scientific qualification for all dimensions and there are no statistically significant differences between the average quality of services provided at Rafah land crossing from the passenger point of view attributable to the change in the governorate for all dimensions.

the study came up with the following recommendations : increasing interest in solving the problems of the recipients of services, working to study their current and future needs and work to achieve them, circulating electronic archiving systems at Rafah land crossing, and enhancing the ability of the crossing management in the field of response through training courses and workshops to raise the efficiency of employees, and make them more able to deal and communicate with travelers.