Measuring the Algerian customer's satisfaction with the quality of the 4G mobile service by using the KANO model : study case the companies "Ooredoo, Dezzy and Mobilis”

Abstract EN

This study aims to identify the differences in the Algerian customer's satisfaction with the 4G mobile service provided by the companies Ooredoo, Dezzy and Mobilis according to the dimensions of the “Kano Model”.

Forms were distributed to 1153 clients of the three operators, and the data was analyzed using the statistical analysis program SPSS25.

The results showed that there are slight differences in customer's satisfaction among the operators, and that there is no ideal operator who has achieved the required quality.

The study showed that most of the reasons for customer dissatisfaction are due to a lack of basic requirements (the flow element), as well as requirements of one-dimensional (network)