The Received Quality - Customer Satisfaction and Loyalty Relationship: Test and Empirical Validation
The Received Quality - Customer Satisfaction and Loyalty Relationship: Test and Empirical Validation

Summary/Abstract: This paper aims to address the issue of customer satisfaction by seeking to establish a clear link between the perceived quality of service provided and customer satisfaction and their effects by highlighting the conditions for this impact. To this end, we conducted a pilot study by distributing a questionnaire to a sample of 252 customers of Air Algerie, we relied on the statistical processing program SPSS to analyze and process the data, and we also used the descriptive approach to define the variables of the study and to analyze the data. The research has concluded that service quality has a positive impact on customer satisfaction, which in turn influences their loyalty and tendency to give positive talk about the company. Regarding the impact of quick handling of complaints on customer loyalty, the results showed a weak correlation between the consideration of complaints and the loyalty of an Air Algerie customer.

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