دور جودة الخدمات في تحقيق رضا الزبائن : دراسة حالة مؤسسة موبيليس-وكالة البيض

الملخص EN

This study represents to highlight each dimension of the quality of services provided and to determine which dimensions have an impact on achieving customer satisfaction.

we divided our study into two parts, a theoretical part consisting of two chapters, containing all concepts related to the quality of services and customer satisfaction and the relationship between them.

and a practical part related to the field study, our selection of Mobilis as the place for our study as the first distributor of the mobile network in Algeria, so that we distributed a questionnaire to a sample of Mobilis customers at El Bayadh agency in order to collect and analyze data and know the results.

finally, we concluded that the customers of Mobilis mobile network agent are satisfied with the services provided to them, rate their quality highly, and attach great importance to security and trust.