أثر الخدمة المتوقعة و الجودة المدركة على رضا الزبون بوجود القيمة المدركة كمتغير وسيط في سوق خدمة الهاتف النقال : دراسة حالة مؤسسة Ooredoo

Abstract EN

The purpose of this study is to investigate the relationships among expected service, perceived quality, perceived value and customer satisfaction, Structural equation modeling were used to analyze the data collected from some client of ooredoo company, The main findings are as follows: (1) expected service positively influences on perceived quality, but it have not an effect on both service perceived value and customer satisfaction, (2) perceived quality positively influences both perceived value and customer satisfaction; (3) perceived value positively influences on customer satisfaction; (4) expected service and perceived quality have an indirect positive influence on customer satisfaction.