تأثير متطلبات المواصفة (2014 : Iso10002)‎ (الارشادات التوجيهية لمعالجة شكاوى الزبائن)‎ في إدارة العلاقة مع الزبون : دراسة حالة في عدد من المنظمات الحكومية العراقية

Abstract EN

This research aims at diagnosing the impact of the complaints handling systems according to(ISO10002: 2014) as an explanatory variable in its items which included (Guiding principles, Complaints Handling Framework, Design and Planning, Implementation of Complaints Process, Maintenance and Improvement) in Customer relationship management as a variable responsive toits dimensions (trust, human resource, technology, communication, quality of service, customervalue, customer satisfaction), as a case study Comparison between Citizens Affairs departments inthe ministries (Education, Higher Education and Scientific Research) and Mayoralty of Baghdad.

The problem of research is the lack of awareness of the senior departments of the importance ofcomplaints and treatment, and the adoption of traditional systems in the treatment, which led to theslow reception and handling of complaints, and thus the weakness of citizens' trust in thesesystems and thus the deterioration of the relationship between these organizations and theircitizens.

he checklist was used to collect data and information on the two variables in addition tofield visits and interviews, and to rely on records and documents related to research as dataacquisition aids.

A number of statistical methods were used to analyze the data, And thepercentage of conformity to diagnose the gap between the requirements of the internationalstandard of research and the dimensions of management of the relationship with the customercompared to the actual reality of the departments Researched, It was used (simple linearregression, spearman correlation, and the coefficient determination, and test (t), test (F)) to testthe hypotheses and spirituality were used kruskal- wallis test to validate the hypothesisdifferences, the main findings of the research is( that there is a significant correlation and significant impact of the complaints handling systems according to (ISO10002: 2014) in thecustomer relationship management).

(And Significant differences were achieved between thedepartments of citizens affairs at the level of the ministries and Mayoralty of Baghdad in thevariable strength of complaints handling systems according to the standard of the research and nosignificant differences between the organizations in relation to the variable in the customerrelationship management.