معالجة الشكاوى الناتجة عن فشل الخدمة و أثرها على ولاء العملاء : دراسة حالة مؤسسة الهاتف النقال موبيليس

الملخص EN

This study aimed to analyze the effect of complaint handling on the customers' loyalty in Mobilis.

The researcher developed the questionnaire to gather data, then received (437) questionnaires, the data were analyzed by using the statistical program SPSS, depending on the means, standard deviation and regression analysis.

The study concluded with the following results : the level of complaint handling is relatively average, in addition, the handling of complaints affects the customers' loyalty’.