Importance of service quality in gaining consumer satisfaction : case study of Ooredoo mobile operator

Other Title(s)

أهمية جودة الخدمة في اكتساب رضا الزبون : دراسة حالة متعامل الهاتف النقال أوريدو

Joint Authors

Ismail, Murad
Mlahi, Ruqayah
Bu Sharib, Nasir

Source

Journal of Economic Integration

Issue

Vol. 9, Issue 2 (30 Jun. 2021), pp.543-554, 12 p.

Publisher

University of Ahmed Draia The Afro-Algerian Economic Integration Laboratory

Publication Date

2021-06-30

Country of Publication

Algeria

No. of Pages

12

Main Subjects

Marketing

Topics

Abstract AR

هدفت هذه الدراسة إلى تقييم مستوى جودة الخدمات ن طرف متعامل الهاتف النقال بالجزائر أوريدو و أثرها على رضا الزبائن وقد خصت الدراسة ولاية عين تموشنت حيث تم توزيع 112 استمارة بالإعتماد على نموذج الأداء بأبعاده الخمسة (الملموسية الإعتمادية الإستجابة الأمان و التعاطف) مع إضافة بعد سادس هو الإتصال وقد توصلت الدراسة لوجود تأثير واضح لجودة الخدمة على رضا الزبائن مع تواجد إختلاف في الأهمية النسبية لكل بعد.

Abstract EN

The main purpose of the current study is to assess the services quality provided to customers of Ooredoo mobile phone operator in Algeria, and its impact on customer satisfaction.

112 surveys were randomly distributed on mobile users in the province of Ain Temouchent, based on the performance of the five dimensions model (tangibility, reliability, responsiveness, assurance and empathy), however another dimension was added (communication) to complete the study.

The result found that there is a clear impact of the service quality on customer satisfaction among all three operators, with difference in the relative importance of each dimension.

American Psychological Association (APA)

Ismail, Murad& Mlahi, Ruqayah& Bu Sharib, Nasir. 2021. Importance of service quality in gaining consumer satisfaction : case study of Ooredoo mobile operator. Journal of Economic Integration،Vol. 9, no. 2, pp.543-554.
https://search.emarefa.net/detail/BIM-1253122

Modern Language Association (MLA)

Ismail, Murad…[et al.]. Importance of service quality in gaining consumer satisfaction : case study of Ooredoo mobile operator. Journal of Economic Integration Vol. 9, no. 2 (Jun. 2021), pp.543-554.
https://search.emarefa.net/detail/BIM-1253122

American Medical Association (AMA)

Ismail, Murad& Mlahi, Ruqayah& Bu Sharib, Nasir. Importance of service quality in gaining consumer satisfaction : case study of Ooredoo mobile operator. Journal of Economic Integration. 2021. Vol. 9, no. 2, pp.543-554.
https://search.emarefa.net/detail/BIM-1253122

Data Type

Journal Articles

Language

English

Notes

Includes bibliographical references : p. 553-554

Record ID

BIM-1253122