Master

Permanent URI for this communityhttps://dspace.esm-tlemcen.dz/handle/123456789/1

Les thèses de Master

Browse

Filters

20211

Settings

Author: search.filters.author.DJERIOU RAMZIHas files: Yes

Search Results

Now showing 1 - 1 of 1
  • No Thumbnail Available
    Item
    L’impact de la qualité de service sur la satisfaction de la clientèle Etude de cas : Crédit Populaire d’Algérie
    (école superieure de managment tlemcen, 2021) BOUCHEMEL MOSTAFA; DJERIOU RAMZI
    In a competitive environment, mastery of quality is one of the factors of success for the company. A good mastery of the quality of service causes a competitive advantage and a barrier to entry difficult to overcome by the competitors. In the present work, we have opted for the banking sector including the CPA bank as a case study, in order to know how the quality of service can be a key to satisfaction. To better verify our hypotheses we have adopted a quantitative research with 100 clients of the CPA. The results of our research show that quality of service has a positive impact on customer satisfaction.