أثر أبعاد جودة الخدمة على الصورة الذهنية للمؤسسة الخدمية وفق نموذج الأداء الفعلي للخدمة (Servperf)‎ : دراسة حالة خدمة الجيل الرابع لمتعامل الهاتف النقال موبيليس-الجزائر

Abstract EN

This study aimed to find out the effect of the quality of the fourth generation service for a mobile phone Mobilis's customers, on the mental image of the institution, And the extent of its contribution to improving its mental image, according to the actual performance model (servperf) The study was conducted on a sample of Mobilis' 4G service subscribers, By distributing a questionnaire (electronic and paper) of 384 items, And the use of a set of statistical methods for the statistical program (SPSS) Including arithmetic mean, standard deviation, Spearman correlation coefficient, multiple linear regression in order to test the effect of the independent variable on the dependent.

The study concluded that the quality of the fourth generation service for a Mobilis's customers, provided to customers according to the actual performance model with its dimensions (Tangibility, dependability, responsiveness, reliability, empathy ) It was on the whole average, And the level of the fourth generation Internet service for the mobile phone Mobilis's customers is still low and does not meet the needs and requirements of its customers, There is also a positive correlation between the dimensions of the quality and the mental image of the Mobilis Foundation.