تطور نظام أثر رضا العملاء على ولائهم بوجود الثقة و الالتزام كمتغيرات وسيطة : دراسة حالة مؤسسة موبيليس الجزائرية للاتصالات

الملخص EN

The current research aims to highlight the impact of customer satisfaction on their loyalty in the presence of trust and commitment as intermediate variables on Algerian MOBILIS entreprise.

That’s why the goal of the practical part of the research was looking forward to know this impact through analyzing the dimensions of satisfaction, trust, commitment and loyalty using structural equations.

The outcome of the study after the statistical processing through AMOS software indicated that there is a strong impact to customer satisfaction on loyalty with the existence of trust and commitment intermediate variables.