علاقة الخدمات اللوجستية بالقدرات التنظيمية و تأثيرها في ولاء الزبون : دراسة استطلاعية لآراء عينة من العاملين في الشركة العامة للسمنت العراقية

Abstract EN

The current study was intend to test the relationship between the dimensions of Logistics Services which are (Purchase, Transport, Warehousing and Flow of the Information) and the dimensions of Organizational Capabilities that are (Skills, Organizational Learning, Resources and Coordination) and its impact on the dimensions of Customer Loyalty (Quality, Trade Mark, Mental Image ofthe Customer, and Confidence).

it has adopted in its theoretical framework the Logistics Services and the Organizational Capacities as Independent Variables, while the Customer Loyalty is Dependent Variable .where it was measured three variables of the study dependent on a questionnaire form prepared for this purpose, has embodied the problem of study to know the extent of the attention of the company's research sample, Logistics Services and Organizational Capabilities and the impact of this interest in Customer Loyalty, Hence, the present study sought to achieve a set of goals, the most important goals are: 1.Showing theoretical frameworks associated with study variables and clarify concepts.

2.know the extent of adoption by (the Iraqi Cement State Company - the directorate of the southern cement State Company and Kufa Cement plant) of the concepts of Logistics Services and Organizational Capabilities and using them to build Customer Loyalty The Study Found a set of conclusions and the most important of these as following: The existence of the effect of the relationship Significant moral between the variables of Logistics Services and Organizational Capabilities individually and collectively in Customer Loyalty variable.