تطور نظام أثر رضا العملاء على ولائهم بوجود الثقة والالتزام كتغيرات وسيطية- دراسة حالة مؤسسة موبليس الجزائرية للاتصالات

Youcef Saouar; Djelloul CHERIFI

doi:10.34118/djei.v6i1.343

Youcef Saouar University of Saida
Djelloul CHERIFI university of Tlemcen

DOI: https://doi.org/10.34118/djei.v6i1.343

Keywords: Satisfaction, Trust, Commitment, Loyalty

Abstract

The current research aims to highlight the impact of customer satisfaction on their loyalty in the presence of trust and commitment as intermediate variables on Algerian MOBILIS entreprise. That’s why the goal of the practical part of the research was looking forward to know this impact through analyzing the dimensions of satisfaction, trust, commitment and loyalty using structural equations. The outcome of the study after the statistical processing through AMOS software indicated that there is a strong impact to customer satisfaction on loyalty with the existence of trust and commitment intermediate variables.

Downloads

Download data is not yet available.

References

Emrak Cengiz,’’ Measuring customer satisfaction: Must or not’’, journal of Naval science and Engineering 2010, Vol.6, N.2, P80/81.

Rahmat Madjid et al :’’ The Role of customer trust and commitment as Médiator for the relation between satisfaction and loyalty at bank Rakyat Indonesia (BRI) Kendari southeast sulawesi’’, International journal of business and management invention, volume2, 4 April2013.

: Rahmat Madjid :’’Customer Trust as relationship Mediation between customer satisfaction and loyalty at bank Rakyat Indonesia (BRI) southeast sulawsi’’, The international journal of Engineering and science (IJES), volume 2,13 May 2013.

: Fredy Valenzuela et al :’’Trust and commitment as mediating variables in the relationship between satisfaction and hotel guest loyalty’’, Panorama Socioéconomique Ano24, N32, Enero-junio 2006,27 April 2006.

: Kuan-Yin Lee et al: ’’Trust, satisfaction and commitment on loyalty to international retail service brand’’, Asia Pacific Management Review (2007) 12 (3).

: Seyed Alireza Mosavi and Mohnoosh Ghaed:’’ A survey on the relationship between Trust, customer loyalty, commitment and repurchase intention’’, African journal of business management, vol6(36),12 September 2012.

: Pin luarn and Hsin Huilin :’’ A customer loyalty model for E-Service context’’, National Taiwan University, journal of Electronic commerce Research, vol4, No4,2003.

: Ali Kazemi et al :’’ Impact of brand identity on customer loyalty and word of mouth communications, considering role of customer satisfaction and brand commitment (case study customers of Mellat Bank in Kermanshah) ‘’, international journal of Academic research in Economics and Management sciences, vol.2, No.4, July 2013.

أحمد فوزي شلباية، العوامل المؤثرة في تحقيق الولاء الالكتروني في أسواق الأعمال الالكترونية، رسالة ماجستير، جامعة الشرق الاوسط، سنة 2011.

بنشوري عيسى، دور التسويق بالعلاقات في زيادة ولاء الزبون، رسالة ماجستير، جامعة ورقلة، سنة 2009.

بن أشنهو سيدي محمد، دراسة مكونات المؤثرة على وفاء الزبون بالعلامة djezzy: دراسة امبريقيةباستعمال نموذج المعادلات المهيكلة، رسالة دكتوراه، جامعة تلمسان، سنة 2010.

نهد نهاد الناضر، أثر التسويق بالعلاقات ودوافع التعامل على الولاء العملاء للمنظمة،رسالة ماجستير، جامعة الشرق الاوسط، سنة 2009.