Master
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Les thèses de Master
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Item La qualité des services e-banking et son impact sur la satisfaction du client « Cas du crédit populaire d’Algérie, Tipasa »(Ecole Superieure De Managment Tlemcen, 2022-06) KAINNOU HaniaL’objectif de ce travail de recherche est d’évaluer la qualité des services bancaires électroniques offerts par le Crédit Populaire d’Algérie du point du vue de la clientèle, à savoir la recherche de dimensions de la qualité du services électroniques influençant la satisfaction du client. Une étude de cas a été réalisée par le biais d’un questionnaire auprès de 164 clients dedifférentes catégories socioprofessionnelles de la banque CPA.Pour l’objectif de répondre à notre problématique, on a utilisé l’analyse quantitative, voir les statistiques descriptives et les méthodes d’analyse des données traité avec le logiciel SPSS. Les résultats obtenus nous confirment les hypothèses qui stipule qu’il existe une influence positive et significative de la qualité des services e-banking sur la satisfaction des clients, nous concluons alors que toutes les dimensions (facilité d’utilisation, gain de temps, confidentialité et sécurité) de la qualité du eservice influencent positivement et significativement la satisfaction des clients de l’agence CPA de Tipaza.Item The Role of Relationship Marketing in building customer loyalty CASE STUDY: OXXO SPA ALGERIE(école superieure de managment tlemcen, 2020) MANSOURI MalakIn a constantly changing market, and in the face of competitors, the use of relationship marketing by companies, is more than ever essential, in order to establish a good relationship with its customers in the long term as possible and to try to follow them and seek their needs and desires so that they feel precious and valuable and also to satisfy them constantly in order to create "trust and to obtain a commitment with, and therefore to retain them. The aim of this research is to find out the role played by relational marketing on customer loyalty within the “OXXO SPA Algeria” company. This objective is achieved first of all through a literature review of the key concepts related to relational marketing and satisfaction and loyalty. Afterwards, a field study, Thus, a questionnaire was designed for this purpose and sent to a random sample of 60 customers, to evaluate the relationship marketing approach and the quality of the relationship that connects them with the company. The results of the research will be analyzed. These results allow us to confirm or infirm our hypothesesItem The Impact of Service Quality Dimensions on Customer Satisfaction Case study of B.E.A BENI SAF(école superieure de managment tlemcen, 2021) Bouchra DICHThis study explores the impact of Service Quality Dimensions on customer satisfaction. Using the SERVQUAL model, the research seeks to examine wether there is a significant impact of reliability, responsiveness, assurance, empathy and tangible aspects on customer satisfaction in the External Bank of Algeria. A sample of 119 banking customers was randomly selected and data were analyzed through SPSS version 26. The effect of service quality dimensions on customer satisfaction was estimated using descriptive statistics, one sample t-tests; Results indicated that all five service quality factors have significant influence on customer satisfaction in the External Bank of Algeria. The findings of this study will help the External Bank to establish an efficient strategy to deliver high service quality and satisfy its customersItem The Implementation Of Customer Relationship Management Approaches In Service Companies : Case Study Of Algeria Telecom(2021) Kerfah IslamThis study aims to identify the reality of managing the relationship with customers in the service institution, where the current reality imposes on institutions to go towards the customer to establish a long-term interactive relationship, as it is the backbone of it and the most important pillars of its success. In contrast, this relationship is a comprehensive and practical integrated strategy between the institution and the beneficiaries. In general and customers in particular, it is based on dialogue, consultation, and mutual trust to retain customers by creating value for them and gaining their satisfaction and loyalty using a set of customer relationship management tools. In order to value the theoretical study, we dropped it on the field of communications, where was our field study in the Algeria Telecom Public Corporation, using the questionnaire, where we saw the application of this method in the institution under study.Item دور جودة الخدمات في تحقيق رضا الزبائن - وكالة البيض –دراسة حالة مؤسسة موبيليس(المدرسة العليا للإدارة الاعمال تلمسان, 2020-06-24) خولة بردانThis study represents to highlight each dimension of the quality of services provided and to determine which dimensions have an impact on achieving customer satisfaction. We divided our study into two parts, a theoretical part consisting of two chapters, containing all concepts related to the quality of services and customer satisfaction and the relationship between them. And a practical part related to the field study, our selection of Mobilis as the place for our study as the first distributor of the mobile network in Algeria, so that we distributed a questionnaire to a sample of Mobilis customers at El Bayadh Agency in order to collect and analyze data and know the results. Finally, we concluded that the customers of Mobilis Mobile Network Agent are satisfied with the services provided to them, rate their quality highly, and attach great importance to security and trust.