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
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