جودة الخدمة و أثرها في تحقيق رضا الزبون : دراسة إستطلاعية في الشركة العامة لتجارة السيارات و المكائن بغداد

الملخص EN

The purpose of Research is to indicate the effect of Service Quality dimensions on the customer satisfaction of the services of General Company for Cars and Machines Trading / Baghdad.

The sample consists of two groups, first, consists from managers, engineers and employee of Technical Department of the company (40 persons), second, consists of persons who buy cars from company, external customer, (40 persons).

The research follows the descriptive method in the theoretical aspect and statistics analysis in the practical aspect, and reaches two points , first there is a quite enough relation and effect between Service Quality Dimensions and Customer satisfaction ,second there is a lack in some quality dimensions of the service in the Company which must be handled to give more satisfaction.

The more important recommendations are, most care must be done with Inspection and test processes of cars, Whether before contract (during the period of test the model car) or After contract (but before getting the cars to customers).

The maintenance period of cars (a year after sells) must be free including all failures.