أثر تطبيق مفهوم التخطيط الاستراتيجي على جودة خدمات الجامعات: دراسة مقارنة

الملخص EN

This study aimed to identify the impact of strategic planning on the quality of service provided by universities of Abu Bakr Belkaid: (Faculty of Law and Political Science) in Algeria and The University of Gaza in Palestine.

The study used the descriptive analytical approach, relying on a questionnaire as a tool to collect data from its primary sources, and representing the study community with staff working in senior and supervisory management positions in the universities.

The census method of the target community has been followed, with the questionnaires distributed to all of them, and 90 questionnaires were recovered.

The most important findings of the study include: - A positive correlation at the indicative level (0.

05≥α) between the application of the concept of strategic planning and service quality of the university.

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- There is a positive impact on the application of the concept of strategic planning and service quality of the university.

- A high positive assessment of the level of availability of quality of service dimensions (concrete, response, empathy, warranty, reliability) at the universities.

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A high level of quality of service provided at both universitiesThe study recommended that the universities should focus on strategic planning and the quality of the service provided in its five dimensions.