الفهرس 
الإطار العام للدراسةيوجد فقط 14 صفحة متاحة للعرض العام
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المستخلص
The aim of the research is to present a proposal for a framework for evaluating the dimensions of service quality for Telecom Egypt (We) customers in Menoufia Governorate. Using a sample of 241 individual workers in Menoufia Governorate, and through a sample of 385 clients, 306 responded with a percentage of approximately 74.5, which is statistically acceptable proportions to generalize the results.
Using a set of statistical methods available according to the statistical programs package in SPSS, 25 a set of results were reached, including the acceptance of the research hypotheses, namely:
- where it became clear that one of the factors with a positive impact is the success of the implementation of quality planning as a major condition for the success of the quality assessment framework and the improvement of the service quality dimensions of the company under study.
-The researcher concluded through the results of statistical analysis to prove the validity of this hypothesis that there is a relationship between measurement and improvement of quality and the dimensions of service quality in the company under study, as the value of the regression coefficient reached (0.42), which is statistically significant at a level of significance of 1%.
-The researcher, through the results of the statistical analysis, reached the validity of this hypothesis, as the value of the regression coefficient (0.56) between control and quality control and the service quality dimensions of the company under study, and Hodal statistically at a significance level less than 5%.
-The results showed that there is no difference in the employees ’perception of the impact of the components of the quality assessment framework on the service quality dimensions of the company under study based on demographic variables (gender, age, qualification) and consequently the non-acceptance of the assumption and acceptance of this part with regard to the degree of employment and experience, as there are fundamental differences between the perception of workers thereof Impact.
In light of this, a number of recommendations were formulated, which the researcher sees the importance of implementing them.