تقييم جودة الخدمة في معهد الأمل للأيتام بغزة من وجهة نظر العاملين

الملخص EN

This study aimed at investigating the given service quality level of Al-amal institution for orphans from the laborers' point of view.

Service quality is one of the most important aspects of the services section.

the study used service quality measurement "SERVQUAL scale " that was placed by "Perasuraman , Zeithaml , and Berry" 1985 , 1988 , consisted of five main sectors : tangibility , reliability , response , assurance and sympathy , moreover, the researcher design his questionnaire form that consist of 25 secondary variable connected with the main sectors mentioned above and which indicate the service quality expressions to measure the service quality of Al-amal institution from the laborers' point of view .

this study is analytical descriptive in which the study sample consisted of (47) of laborers , the comprehensive scanning method was used in this study.

This study reached to a group of results : generally , the quality level of al-amal institution is higher than medium and higher a little bit in empathy , fitness and safety, it is also higher than medium in material aspects and it is medium in reliability .

this study clarify the existence of statistic indication of the given quality level refer to "Type" variable in favor of feminine teachers .

this study also indicate that there are no diversities with statistic indication in the service quality level refer to job variable from the laborers' point of view ,and there are no diversities with statistic indication in the service quality of the institution refer to qualification variable upon of the aspects ; reliability , response , fitness , safety and empathy, this study also clarify the loss of diversities with statistic indication in the service quality of the institution refer to the work time.