دور جودة خدمة الهاتف النقال في تحقيق رضا الزبون : دراسة حالة مؤسسة "جازي" بعين تموشنت

Abstract EN

This study aims to find out the impact of the quality of the mobile phone service on the customer’s satisfaction at Djezzy Foundation.

The study relied on the analytical descriptive approach, where the data were collected based on the questionnaire through the five dimensions of quality (tangibility, reliability, responsiveness, safety, and empathy) as well as after communication, by questioning 150 clients.

Among the most important results we found, the presence of an impact of the quality of service provided by the Djezzy Foundation on customer satisfaction, and the results also showed that all dimensions of service quality (reliability, tangibility, responsiveness, security, empathy, communication) affect customer satisfaction, with the tangibility dimension as The most influential one.