مجلة علوم الإنسان والمجتمع
Volume 12, Numéro 4, Pages 189-221
2023-12-31
Evaluation Of Service Quality Using The "servperf" Model In Sonalgaz Company - Tamanrasset Unit
Authors : Benayache Ahsene . Boulekouas Zerfa .
Abstract
This study aims to analyze the extent to applicate the service quality in the public company (SONELGAZ) using “the servperf” model, which approves on actual performance approach only of the service. Through the five dimensions :Tangibility, reliability, responsiveness, assurance, and empathy. To achieve this study in the field, the descriptive approach was relied upon, and using the questionnaire to measure the degree of approval of the quality service dimensions of a sample estimated at 60 individuals selected in an accidental manner. This study found the limited application of quality of service at the level of the SONALGEZ public company – Tamanrasset unit.
Keywords
Service quality; “Servperf “model; Service quality dimensions.
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