أثر الجودة في بناء رأس المال العلاقاتي : دراسة حالة مؤسسة اتصالات الجزائر-وكالة تبسة

الملخص EN

The primary objective of this issue addressing is to provide a theoretical framework that identifies and defines the various concepts of quality as one of the new administrative portals, Also it has focused mainly on the quality of the service in terms of some indicators and models as well as addressing the customer's listening system as a source of knowledge of the needs and expectations of customers.

In this field study of Algerie Telecom, we have also tried to analyze the extent to which the quality of service provided in the satisfaction of the client is satisfied, and the quality of the quality applied in the foundation and the extent of its contribution to earning or building capital relational (cliental) It has been proven through the study that quality has a significant impact on the construction of relational capital.