فعالية الجودة الفنية و الوظيفية للخدمة في تعزيز ولاء الزبائن : دراسة ميدانية للمؤسسة الخدماتية اتصالات الجزائر "وكالة غليزان

الملخص EN

This study aims to analyze the impact of service quality (technical quality, functional quality) on the loyalty of Algérie Télécom customers (Relizane agency).

the services provided by Algérie Télécom (Relizane agency), 100 questionnaires were distributed to Algérie Télécom customers (Relizane agency) to return 89 questionnaires subject to the conditions of statistical analysis, after the process of processing the data of the retrieved questionnaires using the statistical program SPSS-19 and testing the hypotheses of the study, the results of this study were summarized to the presence of a differential effect of the quality of services provided by Algérie Télécom (Relizane agency) on customer loyalty, with a strong impact of functional quality on customer loyalty compared to the technical quality that provided by the organization.