الفهرس 
الفصــل الأول الإطـــار العــام للدراســـةOnly 14 pages are availabe for public view
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Abstract
I. Introduction
Investment is an important factor in accelerating and sustaining economic growth. Investment plays a major role in increasing production, sustaining and expanding it, stimulating the economy, raising output and income levels, reducing unemployment and upgrading. The standard of living of the community.
It is well known that many developing countries have attracted investments, especially foreign ones, to finance the development process. To attract these investments, investment services must be improved so that these foreign investments are encouraged to be done in these countries. Recent trends in management thought by many economists and writers as a strategy that lead to the development of work and improve performance by providing services with a high level of quality.
Quality has become a goal for all aspiring institutions looking to the bright future. ISO certification has become massively important in the past few years as it’s the key to success in domestic and foreign markets. Customers around the world are becoming more interested in quality and demanding that these specifications be met. In the near future, and as the international market trends show, the ISO certification will become a measure of the distinction and preference of one company over another.
Hence, the importance of quality management is that it is one of the most important tools used by organizations, institutions and companies to advance Their completion. Hence, the main role of management is to develop an integrated program to apply the quality conditions in the various activities of the body or institution or company.
based on their application, where the distinctive service is the basis for the trade-off between the service and the other, or between an institution and another.
II: Research problem:
Determining the problem of the study which is the lack of clarity of the impact of the application of the system of ”quality assurance ISO 9001” to improve the investment services provided by the investment services sector in the General Authority for Investment and Free Zones, whether (establishment of companies, or amendments to the statute of existing companies, The customs reduction on the importation of production inputs, or the exercise of activity for the companies established in accordance with the Investment Law No. 8 of 1997, or according to Law No. 159 of 1982, The problem of the study is summarized in the following question :
To what extent has the implementation of the ISO 9001 quality assurance system contributed to improving the quality of the investment services provided by the Investment Services Sector in the main branch in Cairo at the General Authority for Investment and Free Zones?
III: Research Objectives:
- Identify the quality management system and its implementation stages in the General Authority for Investment and Free Zones.
- Identify the relationship between quality management system and the quality of services provided by the General Authority for Investment and Free Zones.
- Test the validity of the quality scale of services provided by the gap theory, which defines the quality of service as the difference between what customers expect and what is actually provided to them.
- Identify the level of quality of services provided by the General Authority for Investment and Free Zones.
- Highlight the requirements that must be taken to develop the services provided by the General Authority for Investment and Free Zones and improve their quality.
- Determine the extent of the implementation of the General Authority for Investment and Free Zones for Quality System ISO 9001 for the year 2008.
- Proposing some solutions to the problems that represent an obstacle that prevented the optimal application of the quality management system ISO 9001 in the General Authority for Investment and Free Zones.
IV: Research hypotheses:
The first main hypothesis:
- There is a statistically significant impact on the application of ISO 9001 quality assurance system on the job performance of the services of the investment services sector in the General Authority for Investment and Free Zones.
Four sub-hypotheses are derived from this main hypothesis:
- There is a statistically significant impact of the commitment of the leaders of the quality system on the performance of the employees of the investment services sector in the General Authority for Investment and Free Zones.
- There is a statistically significant impact of the participation of workers on the performance of the employees of the investment services sector in the General Authority for Investment and Free Zones.
- There is a statistically significant impact on the continuous improvement and improvement of the job performance of the employees of the investment services sector in the General Authority for Investment and Free Zones.
- There is a statistically significant effect of the management systems on the job performance of the employees of the investment services sector in the General Authority for Investment and Free Zones.
The second hypothesis:
- The trends of employees in the investment services sector in the General Authority for Investment and Free Zones (GAFI) are different from ISO 9001 according to a number of characteristics (type, age, academic qualification, duration of experience, job).
Third hypothesis:
- There is a statistically significant impact of the application of the quality assurance system ISO 9001 on the quality of investment services provided by the investment services sector in the General Authority for Investment and Free Zones.
Five sub-hypotheses are derived from this main hypothesis:
- There is a statistically significant impact of applying ISO 9001 quality assurance system after reliability.
- There is a statistically significant impact of applying ISO 9001 quality assurance system after response.
- There is a statistically significant impact of applying ISO 9001 quality assurance system after tangible material facilities.
- There is a statistically significant impact of applying ISO 9001 quality assurance system after safety.
- There is a statistically significant impact on the application of ISO 9001 quality assurance system after customer sympathy.
VI: Study Population and Sample of the Study:
The study was conducted on the employees of the investment services sector in the General Authority for Investment and Free Zones and all investors and their agents (law offices / accounting and auditing offices) who visit the main investment services complex in Cairo at the General Authority for Investment and Free Zones.
The sample was randomly selected from the study population represented by all the workers in the main services sector in Cairo at the General Authority for Investment and Free Zones. The initial sample of the study was determined by 150 individual according to the law of withdrawing the sample from the total number of (247).
The second sample was a random sample of the study community represented by all investors and their agents (law offices / accounting and auditing offices) who frequented the main investment services sector in Cairo at the General Authority for Investment and Free Zones to obtain the establishment of companies and follow-up establishment. To study the number of (384) individual according to the Law of the withdrawal of the sample.
VII: Methodology of the study:
The study method was based on:
- Study desk by obtaining information from books, periodicals, scientific letters, published research and reports.
- A survey was used for the investment services sector in the General Authority for Investment and Free Zones in the main branch in Cairo, and another for the clients of the investment services sector at the General Authority for Investment and Free Zones in the main branch in Cairo.
VIII: Research Plan:
In the Light of the Research problem of concern, and Based on the desired objectives of the Study, this study has been divided into Eight Chapters, these chapters include the following:
Chapter One: General Framework of the study.
Chapter Two: Previous studies.
Chapter Three: Quality.
Chapter Four: Iso System.
Chapter Five: Services Quality.
Chapter Sex: General Authority of Investment and Free Zone.
Chapter Seven: Applied study.
Chapter Eight: Results and Recommendation.
VIIII: Main results and recommendations:
1-Main results:
The study reached the following results through the field study:
- Acceptance of the first main hypothesis of the study partially accepted that ”there is a statistically significant impact of the application of quality assurance system ISO 9001 on the functional performance of employees in the General Authority for Investment and Free Zones.”
- Acceptance of the second main hypothesis of the study that ”the attitudes of the employees towards the application of ISO 9001 quality assurance system vary according to a number of characteristics (type - age - scientific qualification - duration of experience - job)”. A relationship of statistical significance at a significant level of 5% between the attitudes of employees towards the application of ISO 9001 quality assurance system and their demographic characteristics.
- The third main hypothesis of the study is that ”there is a statistically significant effect on the application of quality assurance system ISO 9001 on the quality of investment services provided by the General Authority for Investment and Free Zones.” The results of the sub-hypotheses indicate a significant relationship a statistical level of 5% between the application of quality assurance system ISO 9001 and the quality of investment services provided by the General Authority for Investment and Free Zones.
The results of the field study confirm the impact of the ISO 9001 quality assurance system on improving investment services in the investment services sector in the General Authority for Investment and Free Zones in the main branch in Cairo.
2-The main recommendations:
The researcher presents the following recommendations in the light of the results of the study, which will increase the positive impact of the application of quality assurance system ISO 9001 on improving the quality of services provided to clients with the General Authority for Investment and Free Zones, as follows:
1. The necessity of the Commission’s commitment to apply all the principles and recommendations of the ISO certificate in order to ensure efficiency and effectiveness in the delivery of services.
2. The necessity of spreading the culture of quality at all levels of the Authority and training the employees continuously on the concepts of quality and ensure that they are totally understanded in order to ensure proper implementation.
3. The General Authority for Investment and Free Zones should pay attention to the needs of training and qualification, because they have the executive work as a whole.
4. The need for the senior management of the Authority to motivate the employees by granting them incentives and rewards for the services provided With the required efficiency and according to quality requirements.
5. The need to work hard towards activating cooperation between the senior leadership and the workers so that the elements of the quality management system are implemented effectively.
6. The need for further studies and scientific research on the reality of the application of quality management system in governmental and private institutions.
7. The need to expand the adoption of programs of continuous improvement, which leads to the improvement of the working environment and keep pace with developments in the business environment.
8. The need to carry out ongoing reforms in the imbalances that may appear during the implementation of the quality system, so that the implementation of the system will yield the desired results.
9. The need to re-engineering some of the administrative processes (engineering) within the body so that many of the redundant routines and the performance of some services are reduced.
10. The necessity of the continuous endeavor of the Authority to innovate, develop and provide all new services to meet the needs , expectations and wishes of customers.
11. Develop the strategic policies and plans of the Commission so that quality is the main criterion.
12. The necessity of the Authority’s administration to conduct many meetings with its employees to raise awareness and educate them about the quality of services and to emphasize the importance of compliance with quality management standards.