تأثير معايير جودة الخدمات في رضا الزبائن : دراسة ميدانية في الشركة العامة لاتصالات و بريد نينوى

Abstract EN

This research aims to measure the quality of postal services in the Nineveh General Company for Communications and mail, using a measure SERVPERF, and the relation of standards and of b (tangibility, reliability, responsiveness, safety "security", and empathy) with the consent of customers.

This importance of the current study has been give through interest in the views of their customers and their impressions for some aspects of the services which they can make judgments about them.

The research of problem is in the level of services provided by the organization studied for its customers.

What are the characteristics and features of these services? How can access to provide high quality of postal services? Then to what extent can the quality of the postal service as a gateway to increase the competitiveness of their counterparts in developed countries? In the fielded study, the range of services contribution has been evaluated according to the satisfaction among a sample of customers.

They were selected randomly (200) items.

It is showed that the customers' evaluation to the services quality in terms of indicators were different from one customer to another; as well as the service quality seek to achieve customers' satisfaction.

Some suggestions have also been given that the most important transactions can be accomplished via Internet, and non-discrimination between customers and the large number of nepotisms.