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Register a new userThe impact of the product warranty service in enhance customer satisfaction
أثر خدمة ضمان المنتج في تعزيز رضا العملاء
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Added by
Damascus University ورقة بحثية
Publication date
2011
fields
Business Management
and research's language is
العربية
Authors
سامر المصطفى( باحث )
Created by
Shamra Editor
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يتناول البحث خدمة الضمان التي تعد من الموضوعات الأساسية التي تسهم في بناء قرار الشراء لدى العميل, و تعزيز رضا العميل و بناء علاقة طويلة الأمد معه بما يسهم في الوصول إلى ولائه العميل. إذ جرى تعرف على مضمون خدمة الضمان و أهدافها و دورها في التأثير على رضا العملاء, و تعرف على الشركات و الجهات التي تقدم خدمة الضمان, كما جرى تعرف على مفهوم الرضا لدى العملاء و العوامل التي تؤثر به, و قد تم التوصل في البحث إلى وجود تأثير قوي بين توافر خدمة الضمان التي تقدمها الشركات و تعزيز رضا, عملائها. و إلى وجود تأثير جوهري بين مدة خدمة الضمان التي تقدمها الشركات و تعزيز رضا عملائها.
The research security service, one of the key issues that contribute to the construction of the purchase decision at the client, and enhance customer satisfaction and building long-term relationship with him, including contributing to the achievement of customer loyalty. Where was identified the substance of the security service, objectives and its role in influencing customer satisfaction, and to identify the companies and entities that provide security service, as identified on the concept of customer satisfaction and the factors affecting it, has been reached in the search to a strong influence between the availability of insurance service provided by the companies and enhance satisfaction, our customers. And the existence of a significant effect between the security service provided by the companies and enhance customer satisfaction.
References used
ذكي, خليل المساعد. "التسويق بالمفهوم الشامل" . ط 1, دار زهران للنشر, عمان, الأردن, .1997
Evrard. P. le maire. "Modèles et Décision en Marketing". DUNOD, Paris, 1976
Kotler, Gary Armstrong. Marketing: An Introduction 8th Edition. 2007
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