مسؤولية المنظمة تجاه أخلاقيات الأعمال وأثرها على رضا العملاء دراسة ميدانية على شركة ليبيانا للاتصالات

الملخص

This study aimed to examine the impact of organizational responsibility toward business ethics on customer satisfaction through a field study conducted at libyana mobile phone company. the study adopted a descriptive-analytical approach, and data were collected using two questionnaires administered to a sample of the company's employees and customers. A total of 352 employee responses and 386 customer responses were deemed valid for analysis. the statistical package for the social sciences (spss) was employed to analyze the data and test the study hypotheses.the findings revealed a high level of commitment to business ethics from the perspectives of both employees and customers, with statistically significant differences between the two groups in favor of employees. the results further indicated a strong positive relationship between organizational responsibility toward business ethics and customer satisfaction, with a correlation coefficient of 0.866. moreover, business ethics were found to have a substantial and statistically significant effect on customer satisfaction, accounting for 75% of the variance in satisfaction levels.the study concluded that business ethics constitute a critical strategic factor in enhancing customer satisfaction. accordingly, it recommends strengthening a culture of integrity and transparency and further developing ethical practices within organizations to improve service quality and reinforce competitive advantage.