دراسة العلاقة بين الخدمة التكميلية وجودة الخدمة : دراسة على عينة من عملاء خدمات مؤسسة موبيليس

Abstract EN

This study was conducted to investigate the different aspects of therelationship between the augmented service and service quality, dependingon model (Grönroos) and the actual performance measurement model(Servperf) that were used to measure the level of provided service quality, The results of this study revealed that there was a statistical effectrelationship between augmented service and service quality, and thataugmented service elements: (accessibility of the service, interaction withservice organization, customer participation) had a positive impact.