Year: 2025
Type: article
Study design: Observational Study
Abstract: Modern ports strive to adopt advanced management practices to ensure the improvement of service quality and customer satisfaction, especially in light of the increasing competition in the maritime transport sector.Therefore, this study aimed to analyze the impact of implementing the dimensions of Total Quality Management (TQM) on customer service evaluation at the Port of Suez, considered one of the vital commercial ports under the Red Sea Ports Authority.The study originated from a scientific problem characterized by a lack of integration between TQM practices and service delivery processes, which could negatively impact the efficiency of institutional performance and customer satisfaction.The study relied on the descriptive analytical approach as a framework for understanding and analyzing the field reality.A structured questionnaire was designed to collect data and was distributed to a sample of (120) employees working at the port.The instrument underwent validity and reliability checks using exploratory factor analysis and Cronbach's Alpha test.On the statistical analysis level, the SPSS statistical software was utilized, employing a number of statistical methods, including: descriptive statistics (means, standard deviations), and correlation coefficient.ضThe study followed rigorous methodological steps, beginning with the construction of a theoretical framework and a review of the literature related to total quality management (TQM) and service evaluation.This was followed by the development and validation of a research instrument, data collection from the selected sample, statistical analysis, and the interpretation of results in light of previous studies.The results revealed a statistically significant correlation and impact between the application of TQM dimensions and customer service evaluation."Focus on work" came first in terms of impact, followed by "continuous improvement," then "management leadership," while "employee empowerment" showed a moderate effect.These findings reflect the importance of comprehensive implementation of quality concepts in improving service and enhancing customer loyalty.Multiple linear regression was employed to test the study hypotheses".المستخلص قةتارضراا اوس اتالجعق سرةماجلمةالجخ اس رعا اج لق ا عارسراتازملري لا ازججاسة يث الج سسريجالجعلل ازججا ر رلسر هالج فتاا اا مت لالجع ماا ّي.
Source: AIN Journal
DOI: 10.59660/511114
Language: Arabic
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W4415115953