Investigating the Impact of Service Quality on Competitive Advantage: The Mediating Role of Customer Satisfaction An Applied Study at the Algerian Company "COSIDER Alrem

Abstract

This research aims to demonstrate the impact of service quality on a firm's competitiveness through the mediating role of customer satisfaction. The research was conducted as a case study on "COSIDER Alrem" a firm specializing in maintenance, engine repair, and public works services. A descriptive methodology was adopted to address the research problem and test the hypotheses. A simple random sample of 250 individuals was drawn from a population of 392. After a screening process, 218 valid questionnaires were obtained, constituting the final sample for the empirical study. The data were statistically analyzed using Structural Equation Modeling (SEM) in AMOS v.24 software. The results concluded t that quality has a positive impact on competitiveness, with customer satisfaction acting as a partial mediator in this relationship.