تطبيق نماذج رضا العملاء على قطاع الانشاءات في محافظة القدس (KANO& ACSI)

الموضوعات

إدارة

الملخص

روابط وملفات

التعريف والنوع

رقم الوثيقة

07fc6d91-95c0-42ae-856c-c970033e86ab

رقم العقد

0

نوع الوسائط

Crawler

نوع المحتوى

الرسائل العلمية

صيغة المصدر

رسائل ماجيستير

نوع الملف

pdf text

أسماء الملفات

2365521_1.pdf

بيانات النشر

ترجمة العنوان

Application of customer satisfaction models to the construction sector in Jerusalem governorate (KANO&ACSI)

ألقاب المؤلفين

[{"name_ar":"العلاء احمد ابوهنية","title_ar":"اعداد","title_en":"Preparation"},{"name_ar":"سلوى البرغوثي","title_ar":"اشراف","title_en":"Supervision"}]

اللغة

Arabic

المصدر والدورية

اسم المصدر

تطبيق نماذج رضا العملاء على قطاع الانشاءات في محافظة القدس (KANO& ACSI)

المحتوى والصفحات

عدد الصفحات

122

ترجمة الملخص

The current study aimed to identify the reality of customer satisfaction models in the construction sector and the impact of their application on customer satisfaction in the region and their impact on the performance of the construction sector and customer this sector. In order to achieve this goal, the researcher has distributed written questionnaires to a segment of clients of this sector who have gone through that experience, and the number of respondents was 83 people. The sample included customers who had previously contacted construction sector companies in terms of finishing, building,or even purchasing finishing materials from building materials stores. The descriptive exploratory curriculum was used in the study. The questionnaire was also relied upon as a study tool to collect the necessary data. The study concluded that there is a relationship between the application of perceive service and customer satisfaction on the one hand, and between customer satisfaction and positive and negative spoken word on the other hand, this result are taken by using the ACSI model using one of the paths that talk about the perceived service quality In addition, the study proved the efficiency of the KANO model in classifying the services provided to customers in terms of their characteristics from the customer's point of view, thus it proved that the level of customer satisfaction can be predicted. This information aims to improve the services provided by the construction sector and thus improve the level of customer satisfaction

كلمات الباحثين

رضا العملاء , قطاع الانشاءات

إشراف وإعداد

الإشراف

سلوى البرغوثي

الإعداد

العلاء احمد ابوهنية

الاقتباسات الببليوغرافية