تأثير جودة الخدمة في تحسين ربحية المنظمة - دراسة تحليلية في الشركة العامة للخطوط الجوية العراقية

Abstract

This research seeks to show the impact of The Effect of Quality of Service in Improving the Profitability of the Organization. The problem of research is summarized in the result of the circumstances in which our country passes since the early  (ban of flight travels) and the imposing of the embargo which includes the whole country that has generated a shortage in the marketing orientation of the organization (Iraqi Airlines Company), and consequently low level of profit in a changing atmosphere. The whole and the research sample Has been selected the Ministry of Transport to the whole research while The research sample consists of 150 people, including (40) had distributed to the personnel of the General Company of Iraqi Airways and (110) were distributed to passengers trips Airlines Iraqi and used a variety of means and statistical tools that appropriate to the nature of information and as a result addressed to use data analysis system (SPSS) and used statistical methods such as mean and standard deviation and correlation ranks to Spearmen and style simple regression analysis.

    The research was based on the main hypotheses which are the effect of the service quality in improving the profitability of the organization rendered to the clients. The research come up with the most important findings, that is, the low quality services rendered to travelers in the years of research (2008-2012) due to the company’s lack of fleet of carrying aircrafts and cargo shipment aircrafts, and the organizations depends on personnel with primary and intermediate school degrees in the first place and the lack of people with high degrees. No development and change have been made or restructure of the Iraqi Airlines. It does not possess a special airport as the ground of the Airport is rented from Iraqi Flight Company. The researcher comes up with the most important recommendations like the improving of the services rendered by the Iraqi Airline company to the client as this would help to increase sales and achieve high level of profitability. The Iraqi Airline Company should employ personnel with higher degrees in the required specialties, and should restructure and develop the Directorate of Iraqi Airline Company and to construct a special airport.