أثر أداء منافذ التوزيع على جودة العلاقة المدركة من قبل العميل دراسة ميدانية على شركات مزودات خدمة الانترنت في محافظتي دمشق وريف دمشق

Abstract

The present study purpose was to investigate the performance impact of distribution outlets (post- sales services, complaints handling, provision of the service on time, information and consultation) on both customer confidence and emotional attachment towards the distribution outlet providers in ISP sector in Damascus and Damascus Countryside from the viewpoint of customers. This study was based on analytical descriptive methods, that the statistical analysis used a questionnaire to collect data.400 subjects were recruited for the study, and 393 returned questionnaires were analyzed, while 7 statistically unsuitable questionnaires had a loss of data. The study showed that all performance elements of the distribution outlets have a positive moral and statistical significance of the relationship with the customer, that providing information and advice had the main role, then solving customer complaints, provision of the service time, and the after-sale services. A strong relationship has been between providing information and advice and customer confidence. The study also found essential differences betwwen confidence, commitment, satisfaction and emotional attachment according to the customer age. The study concluded a set of recommendations, which emphasize the importance of providing a good level of distribution outlets performance to build ongoing and beneficial relationships with customers and the need to maintain and consolidate them.