أثر كفاءة مقدمي الخدمة على رضا العميل الخارجي : دراسة حالة مؤسسة جازي (وكالة الجلفة)‎

الملخص EN

This study aims to determine the impact of service providers competency on customer satisfaction at djezzy enterprise (Djelfa agency), through a survey study on a convenient sample of 134 respondent, relying on the deductive method with its tools (description and analysis) to suit the nature of this study.

The study concluded a set of applied and practical results most notably that there is a statistically significant impact on the overall dimensions of service providers competency (way of dealing, personal communication, speed of service delivery, empathy) on customer satisfaction in djezzy company The results also showed that there were no significant differences for customer satisfaction due to the demographic characteristics of the studied sample, the research included a set of Recommendations aims to give more attention of users in order to improve their providing service competency in the enterprise under study.