جودة الخدمات المدركة و أثرها في سمعة العلامة التجارية و ولاء العملاء : دراسة ميدانية لقطاع شركات الخدمات اللوجستية في عمان

Abstract EN

The aim of this study is to identify “The Impact of the Perceived service quality on brand reputation and customer loyalty”, in this study, (277) respondents.

The researchers relied on the questionnaire, which designed for the study, to gather data.

The researcher has followed the descriptive analytical method, has also used the descriptive analytical method, and used the SPSS V.20 program and Structural Equation Modeling.

The study results, reveal that there is an A statistically significant positive effect relationship to justice and fairness in job satisfaction for workers in private universities.

As well as having a statistically significant positive effect relationship to justice and fairness in retaining employees at private universities of Jordan *A statistically significant effect of perceived service quality on brand reputation.

* A statistically significant effect of brand reputation on customer loyalty.

* A statistically significant effect of perceived service quality on customer loyalty.

* A statistically significant effect of perceived service quality on customer loyalty through brand reputation in logistics companies in Amman.

In light of the findings of the study, the researchers presented a set of recommendations including: Increase the interest form logistics companies in the perceived quality of services where these companies must provide consistent quality without any wiggle so that consistent quality provided a clear impact on the reputation of the company, as well as the need for companies to work on improving its image and improve its reputation.