جــــودة الخدمة المقدمة فى مجال الضيافة الجوية بشركة الخطوط الجوية الليبية بين المتوقع والواقع

دراسة تطبيقية من داخل شركة الخطوط الجوية الليبية

Authors

  • نجلاء فرحات رحومة العكروت جامعة طرابلس، كلية الاقتصاد والعلوم السياسية، قسم إدارة الاعمال https://orcid.org/0009-0003-2518-4029

Keywords:

جودة الخدمة، الضيافة الجوية، شركة الخطوط الجوية الليبية

Abstract

تهدف الدراسة للتعرف على مستوى جودة الخدمات المقدمة في مجال الضيافة في شركة الخطوط الجوية الليبية واكتشاف الفجوة بين ما هو متوقع من قبل العملاء والواقع في مستوي الخدمة والتعرف على هذه التوقعات وهل هي توقعات واقعية ام غير قابلة للتطبـيق. وقد قامت الباحثة بتوزيع 60 استبيان علي عملاء الشركة في مدينة طرابلس وبعد تفريغ الاستبيان تبين وجود فجوة حقيقية بين الواقع والمتوقع في مستوى الخدمات و توصلت الدراسة الي نتيجة مفادها ان الشركة تعمل جاهدة على ان يكون مستوى خدمات الضيافة  في مستوى توقعات عملائها وقد نجحت في معيار النظافة والراحة والاستقبال وحسن المعاملة والتواصل والامان والخدمة الشخصية وفشلت في مجال الالتزام بالمواعيد وبالتالي إحداث ربكـــة في  مواعيد تقديم خدمات الضيافة وفي مجال الترفيه أثناء الرحلة وفي منح قيمة لعملائها ، وأوصت الباحثة إدارة الشركة بضرورة الحرص علي الالتزام بمواعيد الاقلاع والهبوط المعلنة والاهتمام بتوفير وسائل ترفيه متنوعة للعملاء اثناء الرحلة واعطاء قيمة للعملاء الدائمين الأوفياء تميزهم عن غيرهم .

The study aims to identify the level of quality of services provided by the Libyan Airlines Co and to discover the gap between what is expected by customers and reality in the level of service, and identify these expectations and whether they are realistic or not applicable.

The researcher distributed 60 questionnaires to the company’s customers in the city of Tripoli, and after completing the questionnaire, it was found that there was a real gap between reality and expectations in the level of services. The study reached the conclusion that the company is working hard to ensure that the level of hospitality services is at the level of its customers’ expectations, and it has succeeded in the cleanliness standard. Comfort, reception, good treatment, communication, safety and personal service but failed in the field of punctuality and thus created confusion in the timings of providing hospitality services and in the field of entertainment during the flight and in providing value to its customers. The researcher recommended that the company’s management be careful to adhere to the announced take-off and landing times and pay attention to providing various means of entertainment to customers during the flight and giving value to loyal permanent customers

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Published

2024-08-21

How to Cite

نجلاء فرحات رحومة العكروت. (2024). جــــودة الخدمة المقدمة فى مجال الضيافة الجوية بشركة الخطوط الجوية الليبية بين المتوقع والواقع: دراسة تطبيقية من داخل شركة الخطوط الجوية الليبية. Journal of Economics and Political Sciences, (18), 53–22. Retrieved from https://uot.edu.ly/journals/index.php/jeps/article/view/1242

Issue

No. 18 (2024): Journal of Economics and Political Science

Section

Articles

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