Master

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Les thèses de Master

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Start date: 2020Subject: search.filters.subject.loyalty

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    L’impact du personnel en contact sur le comportement de fidélité des clients dans le secteur des services, Cas : D’Hôtellerie en Algérie
    (école superieure de managment tlemcen, 2020-08-30) TOUAMI Nihad
    The interpersonal relationship between the personnel in contact and the client, which is based on relational benefits, is a very important means of providing quality service. The main objective of this study is to present the concepts related to the personnel in contact, the perceived quality of the service and the relationship marketing variables theoretically. To answer the problematic and the research hypotheses on the impact of the personnel in contact on the perceived quality, satisfaction and loyalty of customers, we started an online survey with 153 respondents, only 121 were selected because they fit the standard (loyalty to the luxury hotel in Algeria). Following an exploratory and confirmatory factor analysis and a reliability test, we validated the reliability of the survey. Using structural equation modeling we were able to confirm our hypotheses, and determine that there is a significant positive linear relationship between each variable, and therefore conclude the existence of a positive influence of each variable on the other
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    La communication digitale via les réseaux sociaux et son impact sur la fidélisation de la clientèle Etude de cas : Entreprise DJEZZY
    (école superieure de managment tlemcen, 2020-09-28) Redha OUALI
    In a hyper competitive context, the interaction of the company with his customers becomes a very important element to bring closer to its customers of the company, the social networks offer new tools to strengthen the relation with the customers, to be close to listen to them and share with them all the brand news. The company Djezzy has adopted social networks in its communication strategy in order to be close to its target but also to keep its place on the national market and to improve its products and keep its brand image. In this present work, a study has been carried out on the subject of digital communication via social networks and its impact on customer loyalty of Djezzy. The field survey that we conducted in this context, allowed us to know that the communication of Djezzy via social networks contributes to the loyalty of its customers through the listening and the permanent interaction with them, as well as by exploiting social interactions in its favor.
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    L’impact du marketing relationnel sur la fidélité de la clientèle Cas : La société nationale d’assurance SAA
    (école superieure de managment tlemcen, 2020) BERRADJA Yacine
    Winning new customers and retaining them are the most important core marketing activities for many companies. A terminological innovation to wrap practices that are already old for some, relationship marketing gives rise to new practices for others. Relational approaches lead "marketers" to consider the relationship with the customer through simple questions: what is our usefulness to consumers? what do they expect from our company? how can we create value for them and for the company? how can we make our approach part of a long-term project? What relational marketing has brought is above all the need to take the customer seriously and to develop a transparent relationship with him/her based on trust
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    مساهمة التسويق الرقمي في تنمية العلاقة مع الزبون
    (المدرسة العليا للإدارة الاعمال تلمسان, 2021-09-19) ملياني فيروز
    This study aims to highlight how digital marketing contributes to activating and developing the relationship with the customer, as its importance is manifested in highlighting the effective role offered by digital marketing tools in achieving customer satisfaction and loyalty. The results of the study concluded that digital marketing plays an important and effective role in activating and developing the relationship with the customer, as it allows for more effective communication, dialogue and interaction between the organization and its customers without spatial or temporal restrictions.