رأس المال الزبوني كآلية لتدعيم الميزة التنافسية للمؤسسات الجزائرية : دراسة ميدانية لشركة اتصالات الجزائر للهاتف النقال-موبيليس

Abstract EN

This study aims to identify the role of the client capital in enhancing the competitive advantage.

The study was conducted in 2016/2017.

We selected a random sample of 100 employees at Algeria Mobile Telecommunications Company Mobilis.

We focused on 7 commercial agencies in our regional state Chlef.

The theoretical part is based on survey method while we used the descriptive statistical tools in the particle section.

We used the statistical package program (spss22) , in addition to the descriptive statistical tools and explanatory statistics to test the hypotheses of the study , analyze and discuss the results.

The results shows that the constant interest in the customer helps to develop the human competencies in company based on range of programs that the employee receives in how to deal with customers and provide the goods and services in the required manner achieving a competitive advantage.

The results also showed that there is a strong impact on the capital of customers in achieving the competitive advantage of Algeria Mobile Telecommunications Company Mobilis.

The dimensions of the independent variable; Customer satisfaction, customer satisfaction, and customer satisfaction).

In addition to that; we provided some recommendations, including the need to focus on the customer, seek satisfaction and loyalty, and seek to deepen the relationship with its customers, which is very important for Mobilis to strengthen their competitiveness and gain advantage in Algerian market