أثر إدراكات فضاء الخدمة على رضا زبائن مكتب البريد المركزي بولاية الشلف

Abstract EN

The main objective of our research was to assess the relationship between servicescape perceptions and customer satisfaction, with the use of employee service quality as mediator variable.

Based on previous studies on servicescape, service quality and customer satisfaction, we designed our model, and tested it using convenient sampling of about 300 customers in central post office of Chlef town.

The data were then analyzed using structural equation modeling to test the research hypotheses.

The findings show that positive servicescape evaluations may leads to satisfied customers.

Also, there is a partial significant moderation effect of employee service quality between the perceived servicescape and customer satisfaction.