أبعاد جودة الخدمة و أثرها في سلوك الزبون الشرائي بالشركة السودانية لتوزيع الكهرباء المحدودة (الفترة من 2015-2021 م)‎

Abstract EN

The study aimed to show the dimensions of service quality that most affect the purchasing behavior of customers, to provide a base of information that helps the organization’s management in measuring the quality of the services it provides and to identify the most important dimensions that customers attach relative importance to, especially when evaluating the quality of those services, in order to know the priorities for development when needed.

To it, identify the most important factors affecting the purchasing behavior of the customer.

The study used the descriptive analytical method, and relied on the questionnaire in collecting data and information from the study sample of (77) individuals.

The study concluded that there is a positive direct relationship between the application of the dimensions of service quality and customer purchasing behavior, rapid response to customer requests and complaints and providing a secure service that stimulates the purchasing behavior of the customer, and the development and provision of services continuously without interruption that achieves customer satisfaction and thus the intensity of consumption, and the company’s provision of the necessary information and appropriate prices makes The purchase decision is convenient and easy for the customer, and the study also proved the existence of a positive relationship between identifying the desires and needs of customers and pushing them to purchase and use.