دراسات العدد الاقتصادي
Volume 7, Numéro 2, Pages 315-339

The Impact Of Djezzy Service Quality In Reaching The Customer’s Loyalty Case Study Of A Sample From Djezzy Customers –laghouat

Authors : Abdelalim Taouti . Brahim Bekhti .

Abstract

The present study aims to unveil the impact of the service quality provided by Djezzy in gaining its customer’s loyalty. In order to reach the objectives of the study we adopted a method of survey through a questionnaire which was structured and distributed to a sample of Djezzy customers in the wilaya of Laghouat. We used SPSS program in the questionnaire data analysis using different statistical methods to show the results and test the hypotheses. Among the most important results obtained: There is a statistically significant effect of the service quality provided by Djezzy on its customers’ loyalty; There are significant differences of Djezzy customers’ loyalty due to the variable of educational level; There are no significant differences of Djezzy customers’ loyalty due to the variables of gender, age, family status, and payment mode.

Keywords

service, service quality, customer, loyalty, communications