تأثير الكلمة المنطوقةالإلكترونية على وفاء الزبون دراسة حالة عينة من زبائن oppo للهواتف الدكية ولاية تلمسان

Abstract

The aim of the studyis to clarify the impact of the electronicoperativeword on customerloyalty, specifically the impact of the electronicutterance, whether by changinghis opinion about choosing a particularproduct or service, or even by motivatinghim and creatinghisdesire to try a product or service whileconvincinghim of itthrough publications and commentsleft by othercustomers. Aftertheirexperimentthrough social media, and in order to achieve the objectives of the study, an electronic questionnaire wasdistributed to a sample of 132 individuals, and a number of statisticalmethodswereused and processedwith the Statistical Package for Social Sciences (spss V26). . To find out the resultsreached, as well as to test the researchhypothesesthatweredeveloped, as the studyshowed a statisticallysignificantrelationshipbetween the electronicword of Mouth on customerloyalty