أثر جودة الخدمات في تحقيق رضا عملاء شركة ميا الأردن مياهنا

Abstract EN

This study aimed to investigate the impact of the quality of services on customer's satisfaction of Jordan Water Company / Miyahuna.

In order to achieve the objectives of the study, a descriptive and analytical approach was used.

Where a questionnaire consisting of (46) a paragraph was developed and its validity and reliability was verified, and it was distributed to a sample of (389) clients and the data analysis was performed by the Statistical Package for Social Sciences (SPSS) program.

The results of the study showed that there was no statistically significant effect of the impact of service quality in its dimensions (tangibility, safety and trust, reliability, and speed of response) on achieving customer satisfaction on the tool as a whole, while there is a statistically significant effect of the empathy dimension on achieving satisfaction Customers, and the absence of statistically significant differences between the arithmetic averages of the responses of the sample members on the measure of achieving customer satisfaction due to the study variables (academic qualification), and the presence of statistically significant differences between the sensory averages Responding to the responses of the sample members on the measure of achieving customer satisfaction, which can be attributed according to the study variable (age).

These differences were in favor of the age group (25 - less than 35 years), And the presence of statistically significant differences between the arithmetic averages of the responses of the sample members on the measure of achieving customer satisfaction due to the variable (gender), as these differences were in favor of (female).

The study recommended a number of recommendations; the most important is to keep working on measuring the quality of services on a regular basis, by using different measurement methods, and to maintain a high level of service quality dimensions in Jordan Water Company / Miyahuna, and to monitor them from time to time to ensure customers satisfactions and trust.