أهمية جودة الخدمة في تحقيق رضا العملاء : دراسة حالة الوكالة A التابعة للمديرية الجهوية للشركة الوطنية للتأمين Saa تلمسان خلال الفترة (2014-2015)‎

الملخص EN

Issues related to the quality of services raises the attention of many researchers in the field of services marketing.The goal of this thesis is to assess the impact of the quality of services within firms.

The agency A of the Regional Insurance Branch SAA of Tlemcen was the subject of our study, where we measure the service quality as a measure of the actual performance of the service Servperf to know the level of customer satisfaction.

The study concluded that: Although the satisfaction of the agency's clients, which was the subject of a study on the physical aspects, their satisfaction with the service quality of four-dimensions quantifying the extent of Actual performance Servperf service (responsiveness, reliability, security, empathy) was moderate.

Consequently, more effort should be invested to install a culture of quality in its various functions, in order to win customer satisfaction and loyalty