العلاقة بين جودة الخدمة والعلامة التجارية وأثرها على رضا الزبون

Abstract

The main purpose for dealing with this topic is to present a theoretical framework which sets out the different concepts related to services’ quality, trademark as well as clients’ satisfaction with the services offered by the enterprise. This is done in order to find out effective ways for the improvement of both services and trademark. In the practical part of this study, which was conducted at ‘Algérie Télécom’ in Mila, we tried to determine the link between the quality of services and the trademark as well as the extent to which services’ quality impacts our clients’ satisfaction. As a result. Third and last, the trademark directly affects the client’s satiafaction. The population concerned with this study comprises the clients of ‘Algérie Télécom’ in Mila.80 questionnnaires were disributed to them and we have come to the conclusion that all the chosen sample with their different social status, gender and eduactional level deal with this enterprise. The study also reveals that the connection between service quality and trademark is weak, but both of them (service quality and trademark) affect the clients’ satisfaction positivel