تقييم استخدام نماذج قياس جودة الخدمة في البحوث المنشورة في المجلات العلمية الجزائرية

Abstract EN

The aim of this work was to highlight the most common models used in assessing service quality, with a focus on its use in the context of Algerian research.

Through a sample of 61 scientific research published in various Algerian journals, the study found that “SERVPERF” model was by far one of the most model used by researchers (70% of the total research).However, a review of these works showed that most of them suffer from some shortcomings, such as the lack of assessing the validity and reliability of the model and errors in using the model.

Based on the shortcomings observed the authors gave some methodological considerations, especially in terms of developing and using service quality models in Algerian environment.

This work will assist any researcher try to adopt quality models in Algeria.