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Register a new userService Quality Evaluation of Tartous Call Center from the viewpoint of its Customers in the Syrian Coast
تقييم جودة خدمة مركز اتصال طرطوس (call center) من وجهة نظر عملائه في الساحل السوري
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يهدف البحث إلى تقييم واقع الخدمات المقدمة من مركز اتصال طرطوس في الساحل السوري, و ذلك باستخدام مقياس أداء الخدمة SERVPERF لقياس جودة الخدمة المدركة. تم جمع بيانات البحث باستخدام استبيان, حيث تم توزيع (200) استبانة, و بلغ عدد الاستبيانات المسترجعة و الصالحة للتحليل ( 179 ), أي ما نسبته ( 89.5 ).
This research aims at evaluating service quality at tartous call center in Syrian Coast. This is achieved by concentrating on the service performance ( SERVPERF) to measure the recognized service quality. The data for this research were collected using a questionnaire . 200 had been distributed. 179 were returned, which amounts for 89.5% of the distributed questionnaires.
Artificial intelligence review:
Research summary
يهدف البحث إلى تقييم جودة الخدمات المقدمة من مركز اتصال طرطوس في الساحل السوري باستخدام مقياس SERVPERF. تم جمع البيانات من خلال استبيان وزع على 200 عميل، واسترجع منها 179 استبيان صالح للتحليل. أظهرت النتائج وجود علاقة قوية بين أبعاد جودة الخدمة الخمسة والجودة الكلية، حيث كان بعد 'الاستجابة' هو الأكثر وجوداً، بينما كان بعد 'الاعتمادية' هو الأقل. أوصت الدراسة بضرورة تحسين مستوى الجودة في مراكز الاتصال من خلال التركيز على بعدي الاعتمادية والأمان، وتدريب العاملين وتأهيلهم. تم تحليل البيانات باستخدام برنامج SPSS واعتماداً على المتوسطات الحسابية والتكرارات وتحليل التباين. الدراسة تعتبر من أوائل الأبحاث التي تناولت مراكز الاتصال في سوريا، وتهدف إلى تحسين مستوى الخدمات المقدمة ورفع رضا العملاء.
Critical review
دراسة نقدية: تعتبر هذه الدراسة خطوة مهمة نحو تحسين جودة الخدمات في مراكز الاتصال في سوريا، إلا أنها تفتقر إلى بعض الجوانب التي يمكن أن تعزز من مصداقيتها وفعاليتها. على سبيل المثال، كان من الممكن أن تشمل الدراسة مقابلات مع العاملين في مراكز الاتصال لفهم التحديات التي يواجهونها من منظورهم. كما أن الاعتماد على استبيان فقط قد لا يكون كافياً للحصول على صورة شاملة عن جودة الخدمة. بالإضافة إلى ذلك، كان من الممكن أن تشمل الدراسة مقارنة مع مراكز اتصال في دول أخرى للحصول على رؤية أوسع وأعمق حول كيفية تحسين الخدمات.
Questions related to the research
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ما هو الهدف الرئيسي من هذه الدراسة؟
الهدف الرئيسي هو تقييم جودة الخدمات المقدمة من مركز اتصال طرطوس في الساحل السوري باستخدام مقياس SERVPERF.
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ما هي الأبعاد الخمسة لجودة الخدمة التي تم تقييمها في الدراسة؟
الأبعاد الخمسة هي: الاستجابة، الاعتمادية، الأمان، الملموسية، والتعاطف.
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ما هي التوصيات الرئيسية التي قدمتها الدراسة لتحسين جودة الخدمة؟
أوصت الدراسة بضرورة تحسين مستوى الجودة من خلال التركيز على بعدي الاعتمادية والأمان، وتدريب العاملين وتأهيلهم.
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ما هي الأداة الإحصائية التي استخدمت لتحليل البيانات في هذه الدراسة؟
تم استخدام برنامج SPSS لتحليل البيانات اعتماداً على المتوسطات الحسابية والتكرارات وتحليل التباين.
References used
AFSHAR, A; ALIGHLI, M,2015- An Investigation of Relationship between Service Quality and Satisfaction in Car Insurance Industry., Journal of Applied Environment and Biological Science, 5(8), 218-224
AGARWAL, S; BHARDWAJ, G ,2014-. Gap Analysis Between Customer Expectation & Employee Perception on impact of Various Service Dimensions on Customer Satisfaction. International of Management, 2(12) ,27-41
AGARWAL, S; SINGH, D; THAKUAR, k ,2013-. Performance Indicators and Customer Satisfaction: with Special Reference to Selected Call Centers of India,. International Journal of Arts and Commerce, 2(2), 13-26
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