Modeling of the relationship between perception of service quality and customer’s satisfaction -Field study of Mobilis company customers in Laghouat (Algeria)

Abstract

Service quality in telecom sector is the most important criteria and asset for evaluating and satisfying customers and thereby increases the customer loyalty and average retention rate of customers, among the service quality determinants, tangibles, reliability, responsiveness, assurance and empathy, have always played a pivotal role on Customer Satisfaction. Prior research suggests that customer perceptions and expectations are more likely to be different across service sectors. Hence, this paper examines the effect of service quality determinants on the degree of customer satisfaction in Mobilis agency in Laghouat (sample of 382 customers) through the service performance model (SERVPERF).