الاستجابة المتفوقة لحاجات العملاء : ضرورة أم خيار

Abstract EN

The objective of this study is to identify the extent to which institutions can achieve superior customer needs, through customized production to meet the specific needs of the customer and respond quickly to its demands while achieving the required quality level, and is this a necessity or a choice.

To achieve this objective, an applied study was conducted on a group of medium-sized enterprises in Setif drawing on the questionnaire as an essential tool for data collection.

The study concluded that: These institutions put the customer at the forefront of their concerns, and that they contact customers to identify their tendencies and trends in the expected demand for their products, and they produce products and provide services as per customer request, and they achieve rapid response to their requests, which leads to the development of loyalty and belonging to the institution.