استخدام نموذج SERVPERF لتقييم أثر الخدمة و جودة الخدمة على سلوك رضا العملاء : دراسة تطبيقية على الشركة الجزائرية للتأمين الشامل-CAAT سعيدة- الجزائر

الملخص EN

This article discusses the concepts of service quality as a new strategy of customer satisfaction.

The main purpose of this work is to assess the impacts of the service and the quality of service (tangibility, reliability, responsiveness, security and empathy) on customer satisfaction using the SERVPERF model.

We surveyed 85 clients of a company operating in the automobile insurance sector, namely: The Algerian Total Insurance Company (CAAT- SAIDA), we retrieved 82 questionnaires, which allowed us, after a statistical analysis, to test the hypotheses previously defined