مجلة البشائر الاقتصادية
Volume 11, Numéro 1, Pages 595-612
2025-04-27
Enhancing Customer Experience Through Customer Service Quality : An Empirical Study On The Telecommunication Sector In Algeria
Authors : Hammouche Jamila . Graa Amel .
Abstract
Enhancing the customer experience has increasingly become a central focus for many companies, serving as a crucial strategy to attract and retain customers in a highly competitive market. However, the impact of these efforts is not always directly reflected in sales figures. As a result, understanding and improving the customer experience has emerged as a vital factor in analyzing and predicting customer behavior. To validate our hypotheses, we conducted a quantitative study involving a sample of 107 customers from the telecom operator Ooredoo in Sidi Bel Abbes. The hierarchical regression analyses performed in this study reveal that the quality of customer service has a significant and positive influence on the customer experience. Based on these findings, we recommend that the operator prioritize enhancing the customer experience by offering a unique, enjoyable, and engaging experience to its customers.
Keywords
customer service ; customer experience ; satisfaction ; telecommunication sector ; service quality
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