أهمية جودة الخدمة في اكتساب رضا الزبون : دراسة حالة متعامل الهاتف النقال-موبيليس-بولاية عين تموشنت

الملخص EN

This study aims to find out the impact of quality of service on customer satisfaction with the mobile phone operator Mobilis, the study relied on the descriptive analytical approach, and data was collected by relying on the questionnaire through the five dimensions of quality which are (tangibility, reliability, response, safety, and sympathy) for the model of (Servperf) and the dimension of Communication.

A sample of 123 customers was interviewed, and the study reached several conclusions, the most important of which is that the services provided have quality dimensions with a difference in the level of application of those dimensions among them.