Perception de la qualité de service par les managers des établissements de formation privés

Abstract

In the 21st century, quality of service is becoming one of the major determinants of customer satisfaction, whether for industrial or commercial companies or for service providers. The latter are in constant growth thanks to the development of information technologies and the dematerialization of the offer on the market. The main purpose of this communication will be to show, on the one hand, the importance and evolution of quality of service in establishments or organizations in general. On the other hand, a case study will be discussed to discuss the perception of managers of private training schools in the Bejaia region with regard to quality of service.