اثر جودة الخدمة على تعزيز مستوى و لاء الزبون: دراسة حالة موبيليس

الملخص EN

This study aims to identify the impact of the quality of services provided by the Algerian telecom company: Mobilis on the customer loyalty from the point of view of the customers.

To collect the data required for the empirical study, an electronic questionnaire was used, and after analyzing the data using appropriate measures and tests, the study reached a set of results, the most important of which are: There is an impact relationship between the quality of service as an independent variable and the customer loyalty as an dependent variable, with a percentage, even it is weak, and all dimensions of service quality are: reliability, responsiveness, safety and tangibility have an impact relationship on the customers loyalty of Mobilis company, in different proportions.