كروشي كريمة2025-05-112021-07-11https://dspace.esm-tlemcen.dz/handle/123456789/108The 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 customerloyaltyother:WordOf MouthElectronicWord Of MouthCostumersatisfactionCostumer loyaltyThesis