جودة الخدمة كأداة لبناء رضا الزبون : دراسة حالة مؤسسة موبيليس-وكالة جيجل

الملخص EN

We seek through this paper to know the reality of the use of mobilis organization (agency jijel) for the quality of the service as a tool to build customer satisfaction, because of the increased size of the challenges they face in an effort to maintain, its survival and continuity in the national market from the fact that the customer has become more interested and aware of the quality of service.

the question here is: - what is the role of quality of the service within the mobilis organization - agency jijel- in achieving customer satisfaction? in order to achieve this, 210 questionnaires were distributed to the organization’s customers, including the retrieval of 200 questionnaires, it has been used the statistical program spss to display, and analyze the results and test hypotheses.

for this purpose it was used descriptive and analytical approach, as in: the first and second axes: we relied on descriptive and analytical approach which allows us to understand the quality of service and the nature of its relations with the satisfaction of the customer.

the third axes: the results of the field study were presented in it, taking mobilis organization (agency jijel) as a model.

it was found through the study that the evaluation of customers for the quality of service varies from one customer to another, and the quality of service will lead to customer satisfaction.