تطبيق نماذج رضا العملاء على قطاع الانشاءات في محافظة القدس (KANO& ACSI)
Date
2022-11-01
Authors
العلاء احمد ابوهنية
Alalaa Ahmed Abuhanieh
Journal Title
Journal ISSN
Volume Title
Publisher
Al-Quds University
Abstract
هدفت الدراسة الحالية الى التعرف على واقع نماذج رضا العملاء في قطاع الانشاءات وأثر تطبيقها على رضا العملاء في محافظة القدس وتأثيرها على اداء قطاع الانشاءات ورضا عملاء هذا القطاع . ومن اجل تحقيق هذا الهدف قام الباحث بتوزيع استبانات مكتوبة على شريحة من عملاء هذا القطاع والذين خاضو تلك التجربة وكان عدد المستجيبين 83 شخص . حيث شملت العينة العملاء الذين سبق وتواصلوا مع شركات قطاع الانشاءات من حيث التشطيب او بناء العظم او حتى شراء مواد التشطيب من محلات مواد البناء . فيما تم استخدام المنهاج الوصفي التحليلي في الدراسة . كما تم الاعتماد على الاستبانة باعتبارها اداة الدراسة لجمع البيانات اللازمة.
توصلت الدراسة الى وجود علاقة بين تطبيق نماذج رضا العملاء ورضا العملاء من جهة وبين رضا العملاء والكلمة المنطوقة الايجابية والسلبية من جهة اخرى وتم التوصل الى ذلك عن طريق تطبيق النموذج الامريكي ACSI وانتهاج احد مساراته التي تخص بجودة الخدمة المدركة . بالاضافة اثبتت الدراسة نجاعة نموذج KANO في تصنيف الخدمات المقدمة الى العملاء من حيث صفاتها من وجهة نظر العميل بالتالي اثبتت انه يمكن التنبؤ بمستوى رضا العملاء . تلك المعلومات تهدف الى تحسين الخدمات التي يقدمها قطاع الانشاءات بالتالي تحسين مستوى رضا العملاء .
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 satisfaction in 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 qualtity and customer satisfaction on the one hand, and between custo mer 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.
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 satisfaction in 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 qualtity and customer satisfaction on the one hand, and between custo mer 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.
Description
Keywords
Citation
ابوهنية، العلاء احمد. (2022). تطبيق نماذج رضا العملاء على قطاع الانشاءات في محافظة القدس
(KANO& ACSI) [رسالة ماجستير منشورة، جامعة القدس، فلسطين]. المستودع الرقمي لجامعة القدس.
https://arab-scholars.com/cf05fe