CERTIFICATE

IMPACT FACTOR 2021

Subject Area

  • Life Sciences / Biology
  • Architecture / Building Management
  • Asian Studies
  • Business & Management
  • Chemistry
  • Computer Science
  • Economics & Finance
  • Engineering / Acoustics
  • Environmental Science
  • Agricultural Sciences
  • Pharmaceutical Sciences
  • General Sciences
  • Materials Science
  • Mathematics
  • Medicine
  • Nanotechnology & Nanoscience
  • Nonlinear Science
  • Chaos & Dynamical Systems
  • Physics
  • Social Sciences & Humanities

Why Us? >>

  • Open Access
  • Peer Reviewed
  • Rapid Publication
  • Life time hosting
  • Free promotion service
  • Free indexing service
  • More citations
  • Search engine friendly

Impact of perceived service quality on business customers satisfaction “an empirical study of tunisie telecom operators

Author: 
Dr. Mbarek Rahmoun Dr. Mairaj Salim and Amal Kefi
Subject Area: 
Social Sciences and Humanities
Abstract: 

This paper attempts to present customers satisfaction perception towards service quality provided by Tunisie Telecom operators in Tunisia. For many years, the telecommunications industry has been seeking to adapt its technology to help operators remain competitive in a competitive environment fraught with sophisticated new services. Today, we witness a real shift from supply-oriented marketing to demand-oriented marketing, from product-oriented marketing to customer-oriented marketing, also known as push marketing, a loyalty marketing that is increasingly becoming relational in focus. This form of marketing is suitable for customers who require more services, more facilities and an increasingly customized communication. In this paper, our starting point is a review of the literature in which we try to define some relevant key terms such as perceived quality and satisfaction and the nature of the relationship that may bind these two concepts. Second, we report on an empirical study conducted in order to better understand the impact of perceived quality on the satisfaction of industrial customers with their phone operator ''Tunisie Telecom''. To this end, a questionnaire-based quantitative study was conducted. Our study consisted of the following stages: the sampling stage, questionnaire development and administration, analysis via SPSS, an analysis stage and the results reporting stage. Indeed, the study confirms the presence of a causal relationship pointing to the positive impact of quality on satisfaction. Indeed, Tunisie Telecom could improve the quality of its offerings and determine its customers’ needs in terms of service delivery. Moreover, Tunisian companies showed a great deal of satisfaction with the performance of Tunisie Telecom’sales service while wishing for a continuous improvement of its offers. These results will enable Tunisie Telecom to be able to identify its offerings and meet well the needs and expectations of its target customers. In addition, Tunisia Telecom should focus on managing service quality and customer satisfaction to provide a sustainable competitors and insure an ongoing business development tool.

PDF file: 

CALL FOR PAPERS

 

ONLINE PAYPAL PAYMENT

IJMCE RECOMMENDATION

Advantages of IJCR

  • Rapid Publishing
  • Professional publishing practices
  • Indexing in leading database
  • High level of citation
  • High Qualitiy reader base
  • High level author suport

Plagiarism Detection

IJCR is following an instant policy on rejection those received papers with plagiarism rate of more than 20%. So, All of authors and contributors must check their papers before submission to making assurance of following our anti-plagiarism policies.

 

EDITORIAL BOARD

CHUDE NKIRU PATRICIA
Nigeria
Dr. Swamy KRM
India
Dr. Abdul Hannan A.M.S
Saudi Arabia.
Luai Farhan Zghair
Iraq
Hasan Ali Abed Al-Zu’bi
Jordanian
Fredrick OJIJA
Tanzanian
Firuza M. Tursunkhodjaeva
Uzbekistan
Faraz Ahmed Farooqi
Saudi Arabia
Eric Randy Reyes Politud
Philippines
Elsadig Gasoom FadelAlla Elbashir
Sudan
Eapen, Asha Sarah
United State
Dr.Arun Kumar A
India
Dr. Zafar Iqbal
Pakistan
Dr. SHAHERA S.PATEL
India
Dr. Ruchika Khanna
India
Dr. Recep TAS
Turkey
Dr. Rasha Ali Eldeeb
Egypt
Dr. Pralhad Kanhaiyalal Rahangdale
India
DR. PATRICK D. CERNA
Philippines
Dr. Nicolas Padilla- Raygoza
Mexico
Dr. Mustafa Y. G. Younis
Libiya
Dr. Muhammad shoaib Ahmedani
Saudi Arabia
DR. MUHAMMAD ISMAIL MOHMAND
United State
DR. MAHESH SHIVAJI CHAVAN
India
DR. M. ARUNA
India
Dr. Lim Gee Nee
Malaysia
Dr. Jatinder Pal Singh Chawla
India
DR. IRAM BOKHARI
Pakistan
Dr. FARHAT NAZ RAHMAN
Pakistan
Dr. Devendra kumar Gupta
India
Dr. ASHWANI KUMAR DUBEY
India
Dr. Ali Seidi
Iran
Dr. Achmad Choerudin
Indonesia
Dr Ashok Kumar Verma
India
Thi Mong Diep NGUYEN
France
Dr. Muhammad Akram
Pakistan
Dr. Imran Azad
Oman
Dr. Meenakshi Malik
India
Aseel Hadi Hamzah
Iraq
Anam Bhatti
Malaysia
Md. Amir Hossain
Bangladesh
Ahmet İPEKÇİ
Turkey
Mirzadi Gohari
Iran