تقييم جودة خدمات الاتصالات باستخدام نموذج الأداء الفعلي (SRVPERF)‎: دراسة حالة خدمة الجيل الرابع لمتعاملي الهاتف النقال بولاية المسيلة

Abstract EN

This study aimed to measure the level of quality of communication services for mobile phone customers in M'sila, according to the actual performance model (SERVPERF) with its five dimensions, which are tangibility, reliability, response, empathy and security.

and the study was conducted on a simple of fourth generation subscribers, for that raison prepared an electronic announcement, to attain the number of the study population 305, for analyze through the results through the statistical methods to the statistical program (SPSS).

the study found a set of results, the most important of which is that the customers evaluation of the fourth generation service quality level for mobile phone customers in M’sila was average, as the results showed that there were no significant differences in the assessment of the dimensions of the quality of the fourth generation service for mobile phone customers, according to the customer’s residence district and the type of mobile phone customer.