Document Details

Document Type : Thesis 
Document Title :
MEASURING THE QUALITY OF SERVICES PROVIDED TO CUSTOMERS IN JEDDAH MUNICIPALITY
قياس جودة الخدمات المقدمة للمراجعين في أمانة محافظة جدة
 
Subject : Faculty of Economics and Management 
Document Language : Arabic 
Abstract : The study aimed to measuring the quality of the services provided by the secretariat of Jeddahs Governate using the gap between perceptions and expectations (SERVQUAL). The descriptive (analytical) approach was used, to achieve the objectives of the study; data were collected using a questionnaire consisting of five main dimensions (concrete, reliability, response, assurance, empathy), the community of the study consists of the reviewers of the Secretariat of Jeddah, where the study was applied to a randomly selected sample, and questionnaires were distributed to them with a total of (325) questionnaires valid for analysis. The results of the study showed that there is a gap in the quality of services provided by the Secretariat of Jeddah, since the actual quality of service is below the expected quality level. There are also statistically significant differences between opinions of the sample members on the quality of services expected and actual in each dimension (reliability, response, assurance, empathy), as well as the overall degree of quality of services expected and actual according to gender variable. In the light of the findings, the study reached recommendations based on the (SERVQUAL) scale; the most important of them was the promotion of the focusing culture on reviewers through the attention of the complaints, the identification of their desires and determine them periodically through the process of continuous evaluation; to ensure improvement of the quality of municipal services. 
Supervisor : Prof-Dr. Raja Bint Yahiya Al Sharif 
Thesis Type : Master Thesis 
Publishing Year : 1441 AH
2019 AD 
Added Date : Sunday, December 29, 2019 

Researchers

Researcher Name (Arabic)Researcher Name (English)Researcher TypeDr GradeEmail
فاطمة عبد الرقيب محمدMohammed, Fatima AbdulraqeebResearcherMaster 

Files

File NameTypeDescription
 45735.pdf pdf 

Back To Researches Page