دور جودة مياه الشرب في تحقيق رضا الزبون : بحث تطبيقي في مديرية ماء الديوانية

Abstract EN

The purpose of the research is to identify the role of drinking water quality in achieving customer satisfaction in one of the formations of the Ministry of Construction, Housing and Public Municipalities (Diwaniyah Water Directorate), as they are important service organizations that have a fundamental role in serving the community.

Faced many administrative challenges, as a result of the continuous and accelerating environmental changes, environmental pollution and immaturity of social awareness and social responsibility, as these contributed to and affected the quality of drinking water, Therefore, it is necessary to know the role of quality, specifically "drinking water and its effect on the satisfaction of citizens in particular," in light of the great societal orientation towards the use of mineral drinking water, and can contribute to all these changes and achieve customer satisfaction.

To achieve the objectives of the research, two main hypotheses were formulated.

The first hypothesis tries to find the correlation between the two research variables: quality with its five dimensions (reliability, responsiveness, safety and passion), customer satisfaction with its exclusion (satisfaction with procedures, satisfaction of employees, satisfaction with services, The second hypothesis was to prove that there was an effect between the first variable (quality) and the second (customer satisfaction).

The random sample was chosen from (201) citizens living in Diwaniyah city, The questionnaire was used as a tool to obtain research data.

To test the validity of hypotheses and to answer research questions, the descriptive analytical method and the appropriate statistical tests were used: The mean, the standard deviation, the percentages, the frequencies, the linear regression, and the statistical program (SPSS).

The results indicated that there is a strong relationship and impact of quality in the dimensions of customer satisfaction.

In the light of these results, the conclusions were formulated, the most important of which is the recognition of the sample of the research that the quality of service was not as required from the point of view of customers.

This research may help the Directorate in investigating customer satisfaction by identifying the reasons for not adopting the products of the Directorate.