Master

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    L’impact de la stratégie low cost sur la perception des clients (cas de : hôtel ibis)
    (Ecole Superieure De Managment Tlemcen, 2022-06-13) HADJI Nesrine
    The objective of this study is to evaluate the quality of services and the price of the Ibis hotel in Algeria from the point of view of the client, namely the search for dimensions of quality influencing the perception of the client. A case study was carried out by means of a questionnaire with 105 clients from different socio-professional categories of Ibis hotels. In order to address the problem, we used quantitative analysis, see descriptive statistics and data analysis methods processed with the Microsoft EXCEL software. The results obtained allow us to confirm the sub-hypothesis which states that the price quality ratio has a low impact on price perception, and that there is a strong and significant positive impact of the price quality ratio on quality of service perception.
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    L’impact du CRM sur l’amélioration de la fidélisation des clients dans le secteur bancaire Cas de: « Banque de Développement Locale »
    (Ecole Superieure De Managment Tlemcen, 2022) DEBBOU Djida KORDJANI Ikram
    Today, the relational phenomenon is one of the variables of the company. Different sectors, especially the service sector, must consider the customer as a major source of revenue and an important factor contributing to the long-term growth of the business. In this opinion, the company uses a modern technological tool, namely Known as CRM (Customer Relationship Management); a tool to build lasting relationships with customers, listen to them, Collaborate effectively to satisfy and retain them with the aim of accelerating growth and improving the company's competitiveness. The CRM gives the ability to easily identify loyal customers, who are also the most commendable. Indeed, in addition to buying more often, they tend to increase their average basket. It is therefore in a company's interest to keep them. Rewarding the most commendable customers is particularly effective in retaining them. In this book, we will choose to analyze CRM in the local development bank "BDL" and then provide some answers on the impact of this tool on customer loyalty. The results obtained show that the CRM tool enables BDL to increase its efficiency, thus improve its market share and retain its customers over the long term.