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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dc.contributor.authorMenazeli Asmaa Nour EL houda
dc.date.accessioned2025-05-07T09:18:22Z
dc.date.issued2021-09-20
dc.description.abstractThe 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
dc.identifier.urihttps://dspace.esm-tlemcen.dz/handle/123456789/89
dc.language.isofr
dc.publisherécole superieure de managment tlemcen
dc.subjectquality of service
dc.subjectmanagement costumer complaints system
dc.subjectImprovement the quality
dc.subjectgap between the perceived and expected quality
dc.subjecttelephone operator DJEZZY
dc.titleL’éffet de la gestion de la réclamation client Dans l’amélioration de la qualité de service perçu Cas pratique : l’opérateur téléphonique DJEZZY
dc.typeThesis

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