مجلة العلوم الاقتصادية وعلوم التسيير
Volume 23, Numéro 2, Pages 42-55
2023-12-31

The Impact Of Service Quality On Customer Satisfaction And Loyalty: The Results Of An Exploratory Study With 4g Ooredoo Users



Authors : Arrouche Nacera .

Abstract

The main purpose of this article is to identify the link between service quality and customer satisfaction/loyalty in the field of mobile telephony. To Carry out our survey, we conducted an exploratory study with a sample of customers who use 4G services launched by the Algerian operator Ooredoo. The data collected is processed using SPSS-22 software. The results obtained underline that the satisfaction of the people questioned depends as much on the quality of the offer proposed as on the welcome and attentive listening that the staff in contact reserve for customers. Just as the loyalty of the latter, measured by their intention to change operator, is impacted by the quality of service offered to them.

Keywords

: service quality ; ; satisfaction ; loyalty ; 4G ; Ooredoo

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