Vol: 11, Issue: 2 2021

Page: 13-29

The Role of Impression Management Strategies in Service Quality: Applied Research in The Oil Projects Company

Dr. Sarah Ali Saeed Al-Ameri, Hiba AbdulHadi Ahmed AL-Hasani

Received Date: 2021-05-03

Accepted Date: 2021-05-23

Published Date: 2021-06-13

The research aims to measure the role of impression management strategies in service quality / applied research in the Oil Projects Company (one of the Iraqi oil companies) for the purpose of reaching inferences and conclusions that reflect the actual reality of the reflection of the strategies adopted by the Oil Projects Company in the quality of service from the point of view of the Oil Projects Company, and to make recommendations In an attempt to contribute to its improvement, as the research community employs (3,290) employees of the Oil Projects Company, as the sample withdrawn amounted to (279) employees, based on the equation of 'Steven Thamison', as the electronic link was used after completing the design of a questionnaire via ( Google Form) for the employees of the Oil Projects Company, and the statistical analysis program (SPSS V.24) was used. The research reached a number of conclusions, the most important of which is that the Oil Projects Company enjoys 'motivating an impression and construction a good impression', and that was through the respondents from the company's employees and added as a value to the company in front of foreign companies, and the research came out with several recommendations, the most important of which is that the Oil Projects Company should do With a number of measures aimed at improving its services and which generate positive impressions for the internal customer, including re-evaluating the procedures for providing services according to service quality standards and providing procedures to improve the quality of service provided.

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