Menazeli Asmaa Nour EL houda2025-05-072021-09-20https://dspace.esm-tlemcen.dz/handle/123456789/89The 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 qualityfrquality of servicemanagement costumer complaints systemImprovement the qualitygap between the perceived and expected qualitytelephone operator DJEZZYThesis