قياس أبعاد جودة الخدمات من وجهة نظر العملاء : دراسة ميدانية لخدمات الهاتف النقال المقدمة من طرف المؤسسات الثلاث : (موبليس، جيزي، و أوريدو)‎ بمدينة ورقلة جنوب الجزائر

Abstract EN

This study aimed to measure the level of quality dimensions of services from a customer’s point of view provided by three (03) mobile firms (mobilis, Djezzy & ooredoo) in Ouargla southern Algeria, this study depended on five dimensions (tangibility, reliability, responsiveness, assurance, empathy), 240 questionnaires were distributed to customers, the returned questionnaires were 66,67% eligible for analysis, the study had many important findings including that customer’s respond that mobile firms apply service dimensions, and safety taking into account that application varies among the five dimensions and among the three firms and depending on conclusions that come out, we provided numbers from recommendations appropriated with this conclusions.