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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    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