L’éffet de la gestion de la réclamation client Dans l’amélioration de la qualité de service perçu Cas pratique : l’opérateur téléphonique DJEZZY
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Date
2021-09-20
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Publisher
école superieure de managment tlemcen
Abstract
The objective of our work is to analyze the impact of the management of customer complaints in improving the quality of services before, during and after the servuction of the telephone operator DJEZZY.
To do this, we adopted a quantitative method with a sample of 100 djezzy users, the results were analyzed and processed using SPSS 20 software.
The results show that complaint management have positive impact in improving the quality of services before, during and after servuction and therefore reducing the gap between perceived and expected quality
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Keywords
quality of service, management costumer complaints system, Improvement the quality, gap between the perceived and expected quality, telephone operator DJEZZY