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Register a new userLevel of Customer Satisfaction With the Performance of Members of Distribution Channels In Joud Company for Household and Electrical Appliances "Field Study"
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Tishreen University مقالة
Publication date
2018
fields
Economy
and research's language is
العربية
Created by
امانة التحرير مجلة جامعة تشرين
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The objective of the research is to determine the level of customer satisfaction with the performance of the members of the distribution channels in Joud Company for electrical household appliances according to the following characteristics: honesty, responsibility, knowledge, skills, presentation and negotiation. Through conducting a field study through which a segment of the customers who are targeting the distribution outlets of the company were targeted. The sample of the study was a soft sample from the previous society. The sample consisted of (200) individual, distributed to the customers of the company, and 176 (complete questionnaire) were retrieved and valid for the statistical analysis , With a response rate of (88%). The questionnaire was designed from 31 words distributed on five axes that included the characteristics of the members of the distribution channels. The research reached a number of results, the most important of which is that the level of customer satisfaction with the performance of the members of the distribution channels regarding the level of honesty, responsibility, knowledge, skills, presentation and negotiation in Joud Company for household and electrical appliances is high.
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Research summary
تهدف هذه الدراسة إلى تقييم مستوى رضا العملاء عن أداء أعضاء قنوات التوزيع في شركة جود للأدوات المنزلية والكهربائية. تم التركيز على مجموعة من الخصائص مثل الصدق والمسؤولية، النواحي المعرفية، المهارات، العرض، والتفاوض. اعتمدت الدراسة على المنهج الوصفي واستخدمت استبانة مكونة من 31 عبارة موزعة على خمس محاور. تم توزيع الاستبانة على 200 عميل واسترجاع 176 استبانة صالحة للتحليل الإحصائي. أظهرت النتائج أن مستوى رضا العملاء كان مرتفعًا في جميع المحاور، حيث بلغ مستوى الرضا عن الصدق والمسؤولية 72.05%، النواحي المعرفية 73.41%، المهارات 74.26%، العرض 72.23%، والتفاوض 71.75%. توصي الدراسة بضرورة تعزيز النواحي المعرفية لأعضاء قنوات التوزيع وتطوير مهاراتهم في التخطيط والتفاوض، بالإضافة إلى تحسين قدرتهم على العرض واستخدام الوسائل الدعائية المناسبة.
Critical review
الدراسة قدمت تحليلًا شاملاً لمستوى رضا العملاء عن أداء أعضاء قنوات التوزيع في شركة جود، ولكن هناك بعض النقاط التي يمكن تحسينها. أولاً، العينة المستخدمة كانت ميسرة وليست عشوائية، مما قد يؤثر على تمثيل النتائج. ثانياً، لم تتناول الدراسة تأثير العوامل الخارجية مثل المنافسة أو التغيرات الاقتصادية على رضا العملاء. ثالثاً، كان من الممكن استخدام أساليب تحليلية أكثر تعقيدًا مثل تحليل الانحدار لتحديد العوامل الأكثر تأثيرًا على رضا العملاء. وأخيرًا، لم تتناول الدراسة كيفية تطبيق النتائج لتحسين الأداء الفعلي لأعضاء قنوات التوزيع.
Questions related to the research
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ما هي الخصائص التي تم تقييمها في الدراسة لقياس رضا العملاء؟
تم تقييم الصدق والمسؤولية، النواحي المعرفية، المهارات، العرض، والتفاوض.
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ما هو مستوى رضا العملاء عن الصدق والمسؤولية في شركة جود؟
بلغ مستوى رضا العملاء عن الصدق والمسؤولية 72.05%.
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ما هي التوصيات التي قدمتها الدراسة لتحسين أداء أعضاء قنوات التوزيع؟
توصي الدراسة بضرورة تعزيز النواحي المعرفية، تطوير مهارات التخطيط والتفاوض، وتحسين القدرة على العرض واستخدام الوسائل الدعائية المناسبة.
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ما هي المنهجية التي اعتمدت عليها الدراسة لجمع البيانات؟
اعتمدت الدراسة على المنهج الوصفي واستخدمت استبانة مكونة من 31 عبارة موزعة على خمس محاور.
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