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Register a new userThe impact of physical evidence in achieving customer satisfaction A field study on Kiwan Palace Restaurant in Damascus
أثر الدليل المادي في تحقيق رضا العملاء (دراسة ميدانية على مطعم قصر كيوان بدمشق)
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Added by
Aِl-Baath University ورقة بحثية
Publication date
2017
fields
Business Management
and research's language is
العربية
Created by
Shamra Editor
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هدف هذا البحث لدراسة أثر الدليل المادي في تحقيق رضا العملاء و ذلك على مطعم قصر كيوان بدمشق. قام الباحث بتوزيع ( 130 ) استبيان على مجموعة من مرتادي هذا المطعم، استرد منها ( 116 ) استبيان و كان صالحاً للتحليل و هو ما نسبته 89.23 % من إجمالي المشمولين بالبحث و هي نسبة جيدة.
This research aims to study the impact of physical evidence in achieving customer satisfaction and so on Kiwan Palace restaurant in Damascus. The researcher has distributed 130 questionnaires to a group of attendees of this restaurant was which (116) refundable and valid for the analysis of a questionnaire which accounted for 89.23% of the total covered by the research which is a good ratio.
Artificial intelligence review:
Research summary
تهدف هذه الدراسة إلى تحليل تأثير الدليل المادي على رضا العملاء في مطعم قصر كيوان بدمشق. استخدم الباحثون استبياناً تم توزيعه على 130 من مرتادي المطعم، واستردوا 116 استبياناً صالحاً للتحليل. أظهرت النتائج أن المطعم يتميز بدليل مادي خاص به، وأن العملاء يشعرون برضا كبير عن الخدمة المقدمة. كما تبين أن آراء الذكور والإناث لا تختلف فيما يتعلق بتميز الدليل المادي ورضاهم عن الخدمة، بينما تختلف آراء العملاء باختلاف العمر. استخدم الباحثون المنهج الوصفي واعتمدوا على تحليل البيانات باستخدام برنامج SPSS. توصلت الدراسة إلى أن هناك علاقة طردية قوية بين الدليل المادي ورضا العملاء، وأوصت بالحفاظ على الدليل المادي المتميز وتطويره لجذب فئات عمرية مختلفة.
Critical review
دراسة نقدية: تعتبر هذه الدراسة مهمة لأنها تسلط الضوء على تأثير الدليل المادي على رضا العملاء في قطاع المطاعم، وهو موضوع قليل البحث. ومع ذلك، يمكن تحسين الدراسة من خلال توسيع نطاق العينة لتشمل مطاعم أخرى في مناطق مختلفة للحصول على نتائج أكثر شمولية. كما يمكن استخدام أدوات بحثية إضافية مثل المقابلات والملاحظات المباشرة لتعزيز النتائج. بالإضافة إلى ذلك، يمكن أن تكون الدراسة أكثر فائدة إذا تناولت العوامل الأخرى التي قد تؤثر على رضا العملاء مثل جودة الطعام والأسعار.
Questions related to the research
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ما هو الهدف الرئيسي من هذه الدراسة؟
الهدف الرئيسي هو دراسة تأثير الدليل المادي على رضا العملاء في مطعم قصر كيوان بدمشق.
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ما هي المنهجية التي استخدمها الباحثون في هذه الدراسة؟
استخدم الباحثون المنهج الوصفي واعتمدوا على استبيان تم توزيعه على 130 من مرتادي المطعم، وتم تحليل البيانات باستخدام برنامج SPSS.
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ما هي النتائج الرئيسية التي توصلت إليها الدراسة؟
أظهرت الدراسة أن مطعم قصر كيوان يتميز بدليل مادي خاص به، وأن العملاء يشعرون برضا كبير عن الخدمة المقدمة. كما تبين أن آراء الذكور والإناث لا تختلف فيما يتعلق بتميز الدليل المادي ورضاهم عن الخدمة، بينما تختلف آراء العملاء باختلاف العمر.
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ما هي التوصيات التي قدمها الباحثون بناءً على نتائج الدراسة؟
أوصى الباحثون بالحفاظ على الدليل المادي المتميز في المطعم وتطويره لجذب فئات عمرية مختلفة.
References used
Valatie A, Mary Jo,-2001- services marketing, Mc Graw- Hill,p255
E.G., John Bateson, Douglas Hoffman,-2008- Services Marketing: Concepts, Strategies, & Cases, 4th,p206
Philip, kotler,.-2003- Marketing Insights from A to Z, John Wiley & Sons, Inc., New Jersey,p154
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