أثر التميز في جودة الخدمة و علاقتها برضا العملاء في المؤسسة الرياضية : دراسة ميدانية لعملاء المركب الرياضي الأولمبي بالجلفة

الملخص EN

Quality is a key factor for any competitive advantage, Total quality management ( TQM ), also focuses on continuous improvement, a concept that means management must develop and enhance the processes that will lead to constant improvement in the quality of the provided services.

Moreover, quality improvement is one of the main targets for achieving the required quality.

Total quality management decrees that every element in the Organization, activity and component which is part of the service or product should be subject to application of quality management principles.

The study has sought to recognize the extent of (TQM) effect on the customer capital.

Piscine Olympique in Wilaya Djelfa has been chosen to the study sample.

It is consisted of (60) people