أثر تطبيق نظام إدارة شكاوى العملاء وفق المعيار الدولي «إيزو 10002» على الأداء التسويقي للعيادات الطبية الخاصة بالجزائر: دراسة ميدانية

Abstract EN

This study aimed to identify the impact of the application of the customer complaints management system in accordance with the inter- national standard ISO 10002 on the marketing performance of private medical clinics in Algeria, where (174) forms were distributed to a random sample of service providers (doctors, nurses, administrators), and the data were analyzed using A number of statistical methods in the SPSS.

24 program, and the study concluded that there is a positive and statistically significant effect between the application of the customer complaints management system in accordance with the directives of the international standard ISO 10002 and the marketing performance of private medical clinics.