واقع معالجة شكاوي العملاء في موبيليس

الملخص EN

This study aimed to find out the reality of complaint handling in mobilis.

the researcher developed the questionnaire to gather data, then received (437) questionnaires, the data were analyzed by using the statistical program SPSS, depending on the means.

the study concluded with the following results: the level of complaint handling is relatively average, in addition, her interest in the proposing a solution to the problem strategy in the first following by explaining the causes of failure strategy then the speed of response strategy, financial compensation strategy comes at the bottom, as the intitution’s interest in it is relatively weak, the study recommended to encourage customers to submit their complaints to the foundation when a service failure occurs, and develop plans and strategies to adress customer complaintsin order to reach their satisfaction and loyalty.