جودة الخدمة و دورها في تحقيق و لاء العميل بالمؤسسة الخدمية : دراسة حالة مؤسسة أوريدو للاتصالات-سعيدة

Abstract EN

This study aims to try to know the effect of service quality on the customer's loyalty to the service organization, as we conducted an applied study at the level of Ooredoo Telecom Corporation in Saida, by distributing a questionnaire to a sample of the organization's customers that includes a set of phrases related to the dimensions of service quality and customer loyalty.

The results of the study found that there is a statistically significant effect of service quality on customer loyalty in Ooredoo Corporation in Saida, and two models were formulated to predict the relationship between service quality and customer loyalty, so that the first model was based on the care dimension only, which alone explained 26, 7% of the change in customer loyalty, and The second model was based on the care and response dimensions, which together explained 30, 6% of the change in customer loyalty.