The Impact of Service Quality and its Role in Enhancing Customer Satisfaction: A Case Study of Ooredoo Algeria

Abstract

This research paper aims to examine the impact of service quality and its role in enhancing customer satisfaction at Ooredoo Algeria. Achieving customer satisfaction has become increasingly important due to the growing challenges faced by companies striving to maintain their survival and competitiveness in the national market. This is particularly relevant as customers have become more aware of and concerned about service quality. To achieve the objectives of the study, a questionnaire was distributed to the company's customers and the collected responses were analyzed. The statistical software SPSS was used to present and analyze the data and to test the study hypotheses. The findings revealed that the impact of service quality on customer satisfaction varies from one customer to another.