دور جودة الخدمة في المكانة الذهنية للمنظمة: دراسة استطلاعية في شركة زين العراق للاتصالات

الملخص EN

The research aimed to show the role of quality of service in the positioning of the organization, and given the importance of these variables in service organizations, especially the telecommunications sector, a sample of opinions were taken from the senior and middle managers of Zain Telecom, the data obtained through the questionnaire prepared for this purpose were carried out using (SPSS) and (Amos) statistical programs, a total of 130 respondents were surveyed, as well as personal interviews.

The research reached a number of conclusions, most notably that the quality of service has a major and essential role in the process of positioning, the more the company is working to improve the quality of service provided, the more it helps to establish its positioning.

The research concluded with a number of recommendations, The most important is the need for the company to adopt a culture of innovation and creativity by encouraging its employees to find new ideas and methods of implementation and the development of current programs to meet the desires and needs of customers fluctuating all the time.