دور النظم الخبيرة في تحسين جودة الخدمة دراسة ميدانية في الشركة العامة لمرفأ اللاذقية

Abstract

    The aim of the study was to identify the role of expert systems in improving service quality at the General Company of Latakia Port. The research adopted the descriptive analytical approach, and the analysis was conducted on a simple random sample consisting of 280 administrative employees. Questionnaires were distributed to them, and the data were analyzed using SPSS version 26.

    The results showed that the components of expert systems have a significant impact on service quality in the company under study, with software being the most influential. Despite the evident weaknesses in technical equipment, delays in software updates, and shortages of qualified human resources, the findings indicate that improving these components represents an important opportunity to enhance the quality of services provided. The study recommended developing the technical infrastructure, updating software, training human resources, and adopting an integrated strategic plan to activate expert systems in a way that contributes to improving service quality.