تقييم جودة خدمة بريد الجزائر باستخدام نموذج SERVPERF : دراسة عينة من زبائن بريد الجزائر بولاية الأغواط

الملخص EN

The aim of the study is trying to evaluate the service quality of Algerian post using SERVPERF Model in Laghouat City, and trying to suggest suitable recommendations according to the obtained results.

The study based on questionnaire in collecting data from a sample of 111 clients, selected randomly and on purpose.

The study concluded that service quality of Algerian post concerning Tangibles, Reliability, Responsiveness, and Empathy were less than the level of clients' aspiration, whereas the assurance dimension were in the level of clients' aspiration.

While service quality of Algerian post using SERVPERF Model in Laghouat City is less than the level of clients' aspiration