Master

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Les thèses de Master

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    The Impact of Service Quality Dimensions on Customer Satisfaction Case study of B.E.A BENI SAF
    (école superieure de managment tlemcen, 2021) Bouchra DICH
    This 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 customers
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    دور جودة الخدمات في تحقيق رضا الزبائن - وكالة البيض –دراسة حالة مؤسسة موبيليس
    (المدرسة العليا للإدارة الاعمال تلمسان, 2020-06-24) خولة بردان
    This 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.