الفهرس 
الإطار العام للدراسةيوجد فقط 14 صفحة متاحة للعرض العام
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المستخلص
The main objective of this research is to determine the impact of crisis management on the perceived quality of service at the customer (applying to the Ministry of Electricity and Energy - South Delta Electricity Distribution Company - Qalioubia sector), and in order to collect primary data, a survey list was designed that includes two measures, which are the Crisis Management Scale And a measure of the perceived service quality of the customer, the necessary tests were conducted to assess the validity of the measurement models for the research variables, the survey was directed to a sample of colleagues and clients in the organization in question, the sample size was (701) and the response was (670 individuals) by 95.6% Of the total sample size, The research found a positive effect of statistical significance for the overall degree of preventive and remedial crisis management on the perceived quality of service of the client in the research organization, there is statistically significant differences between in the research organization in the perceived quality of service according to their different demographic characteristics (males - females) ) for males, age for older people, academic qualification for postgraduate studies, there is statistically significant differences between colleagues in the organization in question in terms of (preventive crisis management - total degree of crisis management - tangible - reliability - empathy - total degree of perceived quality of service) The difference between their demographic characteristics (males - females) for males, There is not statistically significant differences between colleagues in terms of (therapeutic crisis management - safety - response) due to their different demographic characteristics (males - females), there is statistically significant differences between colleagues in terms of (crisis management and perceived quality of service) according to their age demographic characteristics for elderly, and the presence of statistically significant differences between colleagues in terms of (preventive - tangible - reliability crisis management) according to their different demographic characteristics, scientific qualification for postgraduate studies, there is not statistically significant differences between colleagues in terms of (treatment crises management - total degree of crisis management - safety - response - empathy - the overall degree of perceived quality of service) due to their different demographic characteristics, academic qualification, there is statistically significant differences between colleagues in terms of (management Crises and perceived quality of service) by the difference in their demographic characteristics, the duration of service in for of the most served, there is no statistically significant differences between the average scores of clients and colleagues in the perceived quality of service provided in the organization in question.
Research terms: Crisis Management - Perceived Service Quality.