قياس جودة الخدمات المقدمة من طرف مؤسسة موبيليس-قسنطينة و علاقتها برضا الزبائن

الملخص EN

There is no doubt that the satisfaction of customers is the concern of all companies, that’s why the latter aim to implement its functions and develop marketing policies to suit the requirements of the customer in order to rich the fastest and most effective ways to meet his needs by understanding his behavior and the motives that control his decisions.

We conducted this study to determine the role of service quality in achieving customer satisfaction.

We choose Mobilis Constantine Company to prepare the field study.

Moreover, after measuring the Service Quality provided to customers using the SERVPERF model, we concluded that the sample items indicate that the service quality is medium and that they are not satisfied with the service provided to them, furthermore, the study reveals a strong relationship between perceived service quality and customer satisfaction.