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Title: تاثير محددات جودة الخدمات في تحقيق رضا الزبون دراسة حالة موبليس - وكالة ورقلة
Authors: طمل
قريشي حليمة السعدية
Keywords: جودة
محددات جودة الخدمات
رضا الزبائن
محددات الخدمات الستة
Issue Date: 20-Jun-2013
Series/Report no.: 2013;
Abstract: This study aims at stating the impact of the six services quality determiner (tangibility , dependency ,response , sympathy , safety and contact ) that Mobilis institution to satisfy its clients since the paradox concentrates on the effect of services quality determiner to satisfy Mobilis institution clients . For the sake of realizing study obectives , we used a questionnaire consists of 45 samples distributed on Mobilis clients in Ouagla state , The researcher used amount of statistical styles and analyse them by SPSS16.0 program to obtain results and to test the hypothesis Among the most important results obtained are as follows: - What is the outcome of the main hypothesis, we found that there is a statistically significant relationship between the determinants of service quality six (tangibility , dependency ,response , sympathy , safety and contact) and customer satisfaction Mobilis Foundation. - for six determinants of the quality of the services we say that the percentage of the top of the average and the standard deviation was in the second paragraph of specific tangibility, by an estimated 3.71 and 1.160 standard deviation.
Description: جــامعــة قاصدي مرباح –ورقلة - كلية العلوم الاقتصادية والعلوم التجارية وعلوم التسيير قسم العلوم الإقتصادية
جــامعــة قاصدي مرباح –ورقلة - كلية العلوم الاقتصادية والعلوم التجارية وعلوم التسيير قسم العلوم الإقتصادية
Appears in Collections:Département des sciences commerciales - Master

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