Importance of service quality in gaining consumer satisfaction: Case study of Ooredoo mobile operator.

Abstract

The main purpose of the current study is to assess the services quality provided to customers of mobile phone operator in Algeria Ooredoo, and its impact on customer satisfaction. 112 surveys were randomly distributed on mobile users in the province of Ain Temouchent, based on the performance of the five dimensions model (tangibility, reliability, responsiveness, assurance and empathy), however another dimension was added (communication) to complete the study. The result found that there is a clear impact of the service quality on customer satisfaction among all three operators, with difference in the relative importance of each dimension