الدور الوسيط لنظم إدارة الجودة الشاملة في تحسين العلاقة بين جودة الخدمة و الإداء التشغيلي في المؤسسات الخدمية

الملخص EN

Total quality management systems play important role on services quality and achievingcompetative advatage in the markets, inspite of that there is a lack of studies that take the Issue of services quality determinants, especially in developing countries.The purpose of this study to identfy the effect of service quality and total quality management systems on operational performance,manufaction firms, Based on the descriptive methodology a survey method was used in this study through questionnaire, The method probability Sampling WAS use to select the sample total (450) of respondents were inter viewed in target service organization, where the percentage of respondents rate (88%) and the hypotheses tested by multiple regression analysis.

The results of the study showed there is a relationship between total quality management systems and quality of service, but the proportion of the effect varies from variable to another,also the results reveal that there is a positive relationship between the component of service quality and operational performanceof sudanese service organization, total quality management systems mediate the relationship between service quality and operational performance The study was recommended for decision makers to focus on the sevice quality, total quality management systems and its impact on operational performancealso the study have theoretical recommendations for futurestudies to make more studies concerning with ، service quality،operational performance.