دور جودة خدمات موبيليس في تحقيق ولاء الزبون : دراسة حالة عينة من زبائن موبيليس، الأغواط

الملخص EN

The presentstudyaims to unveil the roleplayed by the quality of services provided by Mobilis in gainingits clients’ loyalty.

In order to reach the objectives of the study we adopted a method of survey through a questionnaire which was structured and distributed to a sample of Mobilis clients in the wilaya of Laghouat.

We used SPSS program in the questionnaire data analysis using different statistical methods to show the results and test the hypotheses.Among the most important results obtained: - There is a statistically significant effect of the quality of services provided by Mobilis on its clients’ loyalty.

- There were differences of statistical significance for Mobilis clients’ loyalty caused by the variables of sex and educational level.

- There were no statistically significant differences for the loyalty of clients of Mobilis caused by the variables of age, family status, and payment method.

- Empaty is considered as being the most influential independent variable in customers’ loyalty.