أهمية جودة الخدمات في تحقيق ولاء المستهلك - دراسة حالة خدمات الهاتف النّقال للوطنية للاتصالات الجزائر -

Abstract

The objective of this study is to look at the importance of the quality of services provided by the Foundation Wataniya Telecom Algeria (WTA) for mobile services to achieve the loyalty of its customers in the Bouira province, where the study was based on model measuring actual performance "Servperf" to measure the level of perceived quality, and follow the method of the survey to measurethe level of loyalty. Survey data has been collecting using the questionnaire which was designed according to the requirements of the study to form four parts. 400 list of questionnaire were distributed to subscribers Services (WTA) in Bouira province. 343 questionnaire valid for statistical analysis have been collected equivalent response rate was estimated at 85,75%.