-دور جودة الخدمات في تحقيق رضا العملاء -دراسة ميدانية على عينة من أولياء تلاميذ مدرسة الإجتهاد لتعليم اللغات بمدينة الاغواط

Abstract

The main objective of addressing this topic is to provide a theoretical framework that defines and defines the various concepts related to the quality of services as a modern administrative approach. It focused mainly on the dimensions and types of service quality and models for its measurement, in addition to addressing only the methods of achieving customer satisfaction as a source for knowing the needs and expectations of customers. Measuring it to determine the degree of customer satisfaction with the services provided by the school in order to find ways to improve the quality of services. The results of the field study were that the quality of services has an important role in achieving customer satisfaction for the Ijtihad Language School in Laghouat-, as each dimension of reliability and empathy has a statistically significant role in achieving customer satisfaction for the school at the significance level of 5%, and the hypothesis of a role was rejected. It is statistically significant for the dimension of tangibility, response and guarantee in achieving customer satisfaction at the significance level of 5%, and it should be noted that the dimension of sympathy has the largest role, and a number of explanations were presented that could contribute to assisting the Ijtihad Language School in Laghouat - to support and develop dimensions of quality The services it has in order to achieve the satisfaction of its customers.