أثر تحسين جودة الخدمة وفق متطلبات الاقتصاد الرقمي في تحقيق رضا الزبائن : دراسة عينة من مؤسسة الاتصالات "موبيليس"

الملخص EN

The aim of this paper is to assess the impact of services quality on the customer satisfaction.

We have consecrated our study on a sample of 564 customers of Algerian Mobilis Corporation using the two approaches "descriptive and analytical" and the spss20 as a statistical program to process the various data.

The main results of this study was the existence of a moderate correlation between the services quality and customer satisfaction, such as correlation coefficient R = 0.72.

Besides, in spite of the high level of services quality, The customer satisfaction remains average.

More the services will be quality and serve the future consumer expectations, more the customer satisfaction will be high and the confidence in the company will increase.