les cahiers du mecas
Volume 16, Numéro 2, Pages 232-245

-رضا الزبون كمتغير وسيط بين جودة الخدمة وولاء الزبون دراسة حالة مؤسسة موبيليس للاتصالات -وكالة تلمسان

الكاتب : ميموني أحمد رضا . صوار يوسف . شريفي جلول .


The objective of this study is to try to study the impact of the dimensions of quality of the services on customer loyalty with the existence of satisfaction as an intermediate variable. Case study of Algerian Mobilis Tlecom- Tlemcen Agency. The study included a sample of 160 customers, The data was processed using structural modeling by adopting the Advanced PLS methodology and by using Smart PLS3 Software. the results have shown a positive effect of the quality of services on loyalty with satisfaction as an intermediate variable.

الكلمات المفتاحية

Dimensions of service quality ; customer’s satisfaction ; customer’s loyalty