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Mesure de la qualité des services des fournisseurs de services de téléphonie mobile: une étude
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ISBN10: 6209539653
ISBN13: 9786209539657
Publisher: Editions Notre Savoir
Published: Jan 18 2026
Pages: 124
Weight: 0.39
Height: 0.29 Width: 6.00 Depth: 9.00
Language: French
ISBN13: 9786209539657
Publisher: Editions Notre Savoir
Published: Jan 18 2026
Pages: 124
Weight: 0.39
Height: 0.29 Width: 6.00 Depth: 9.00
Language: French
Cette étude a été menée dans le but d'évaluer la qualité des services proposés par les opérateurs de téléphonie mobile. Un grand nombre d'opérateurs se font concurrence pour maximiser leurs ventes en offrant des services de qualité à leurs clients. Les fournisseurs de services ont proposé de nombreux programmes innovants pour attirer les clients. Mais on ne sait pas exactement où ils se situent et comment ils se différencient des autres en proposant un service de qualité. Afin de répondre à cette question, il a été décidé de mesurer la qualité du service des différents fournisseurs. Cette étude est basée sur le modèle de mesure de la qualité du service (SERQUAL MODEL) développé par Parasuraman, Zeithmal et Berry. Ils sont les pionniers dans l'élaboration d'une échelle permettant de mesurer la perception qu'ont les consommateurs de la qualité des services offerts. Je leur suis donc très reconnaissant pour leur travail de pionniers et pour les techniques d'évaluation qu'ils ont utilisées dans leur étude et que j'ai reprises dans la présente étude. Les chercheurs dans le domaine du MARKETING DES SERVICES tireront un grand profit de ce travail et j'espère que les chercheurs dans ce domaine utiliseront le contenu de cet ouvrage.
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