أثر جودة الخدمات المقدمة في بناء ولاء الزبون : دراسة ميدانية لزبائن موبيليس بولاية غرداية

الملخص EN

The aim of this research is to know the role of the quality of services provided in the Mobilis institution on the loyalty of its customers.

This was done through a field study in which a sample of Mobilis customers in the state of Ghardaia was interrogated, which reached 157, using an electronic questionnaire that was analyzed through the SPSS 26.

After using analysis, discussion and hypothesis testing, we reached in this research to several results; there is a strong statistically significant effect of the dimensions of quality: reliability, empathy, response, tangibility and security on the loyalty of Mobilis customers.