The Role of E-Marketing in Improving Srvice Quality

An Analytical Exploratory Study in National Center for Engineering Consultation / Service Engineering Department

Abstract

The Research Endeavor to Identify the Role of E-Marketing in improvement Service Quality in Light of Service Quality Sub-Variables (Reliability, Safety, Responsiveness, Tangibility and Empathy) Through A Survey of The Opinions of A Sample of Employees in the National Center for Engineering ConsultationL / Service Engineering Department. The Research Adopted The Analytical Exploratory Approach, and The Questionnaire Was Adopted As A Tool in Data Collection, and it was Distributed to A Sample of (40) Employees in the National Center for Engineering Consultation/Service Engineering Department. Spearman Correlation and Simple Linear Regression.

    The Results Confirmed the Existence of A Significant Correlation Between E-Marketing and Service Quality in the Researched Company, and also Showed A Significant Effect Between E-Marketing and Service Quality Dimensions (Tangibility, Response And Empathy) and that the Level of the Effect Is Directly Increasing with their Presence Together. And the Absence of A Significant Effect Between E-Marketing and the Two Dimensions of Service Quality (Reliability And Safety).

    The Most Important Conclusions are that the Company's Employees are Ready to Provide Services to Customers Immediately and Without Delay. Also, the Company Does not Have Modern Devices and Equipment that Keep Pace with Developments in Competing Companies.