فاعلية جودة الخدمة و القيمة المدركة في تحقيق ولاء العميل في المؤسسات الخدمية

Abstract EN

This study aimed to determine the impact of service quality in its dimensions (tangibility, reliability, responsiveness, safety, trust, and empathy) and the perceived value on customer loyalty in the service sector where the concept of loyalty was dealt with as multi-dimensional.

With a study of the effect of former employees on the attitudinal and behavioral dimensions of loyalty.

In addition to the indirect effect of service quality on perceived value.

The importance of this study lies in dealing with two important and essential variables in the field of modern enterprises' activity, namely the quality of service and the perceived value of the customer, which are the pillars of competition and good performance in the market as two independent variables in our study, and the loyalty variable, which is also the pillar of the institution’s continuity in the market as a variable Follow.