أهمية تحقيق رضا الزبون لبناء و لائه : دراسة ميدانية لعينة من زبائن موبليس

Abstract EN

This study aims to identify the impact of satisfaction on the formation of loyalty and the analysis of the impact of price and frequency of purchases on the development of loyalty Mobilis customers, where the study was divided in three sections, which we discussed in the first part by introducing the different concepts of satisfaction, the second part is dedicated to the definition of fidelity.

Finally, we devoted the third part of the field study by distributing a questionnaire to 92 Mobilis customers and analysing the results obtained by the SPSS program.

the result of this study is that satisfaction has an effect in the construction of Moblis customer loyalty and this loyalty is affected by the increase of prices and the frecenciality of the purchase