أثر سلوك موظفوا مكاتب الاستقبال على رضا الزبون

Abstract

The study aimed at identifying the effect of the behavior of the receptionists on the satisfaction of the customer, the communications sector, the agency of Djezzy, Mobilis and Ooredoo in Mila’s province , through three dimensions: the external appearance of the receptionist, the method of dealing, the method of service delivery, In order to achieve this, the study tool was used in the questionnaire consisting of 32 phrases which were distributed electronically to 300 customers from the customers of the three institutions, where the sample was distributed equally and randomly to the three agencies 100 customers for Djezzy clients, 100 for Mobilis clients , 100 for Ooredoo clients in Mila’s province , we have been using the Statistical Package for Social Sciences Spss to treat the questionnaire data. The results of the study indicated a strong positive relationship between the three dimensions and customer satisfaction.,since the correlation between the independent variable (the behavior of the reception staff) and the dependent variable (customer satisfaction) 82%.