تأثير جودة المنتج على رضا الزبائن -دراسة تحليلية لآراء عينة من زبائن شركة ابن ماجد العامة/ البصرة
الشريط الجانبي للمقالة
محتوى المقالة الرئيسي
الملخص
يهدف البحث إلى التعرّف على تأثير جودة المنتج في رضا الزبائن في شركة ابن ماجد العامة/البصرة. ومن أجل تحقيق هدف البحث، اعتمدت الباحثة المنهج الوصفي التحليلي، إذ تم تصميم استمارة استبانة كأداة لجمع البيانات، وتم توزيعها على عيّنة عشوائية من زبائن شركة ابن ماجد العامة. وبلغ عدد الاستمارات الصالحة للتحليل (31) استمارة، وتم تحليلها باستخدام برنامج التحليل الإحصائي (SPSS). أهم الاستنتاجات التي توصّل إليها البحث وجود علاقة تأثير ذات دلالة معنوية بين جودة المنتج ورضا الزبائن. أما أهم التوصيات التي جاء بها البحث فهي ضرورة إجراء دراسات ميداننية لمعرفة مدى التطورات التي تطرأ على الأسواق، وضرورة إجراء تحسينات مستمرة على جودة منتجات الشركة لإشباع حاجات ورغبات الزبائن الحاليين وكسب زبائن جدد، إضافة إلى الاهتمام بشكاوى الزبائن والأخذ بمقترحاتهم، إذ يمكن من خلالها مواكبة التغيرات الحاصلة في حاجات ورغبات الزبائن.
تفاصيل المقالة
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