خدمات ما بعد البيع و أثرها على رضا الزبون : دراسة مؤسسة براندت Brandt

الملخص EN

M31.

After sales services and their impact on customer satisfaction This study aims to find out the extent of the impact of the after-sales service dimensions on customer satisfaction through an exploratory study of a sample of Brandt's customers in the Mohammedia commercial district in Algiers camp, through a questionnaire that was analyzed using the statistical package for social sciences (21v) program.

We also relied on Structural Equation Modeling Program (Amos v23) to test the study model, and the results obtained show that there is an impact of after-sales services on customer satisfaction, the trend of Brandt, so that satisfaction is not considered as an intermediate variable between guarantee and loyalty, while satisfaction is considered As a mediating variable between (maintenance and repair), (handling complaints) and loyalty.