مجلة البحوث الاقتصادية المتقدمة
Volume 11, Numéro 1, Pages 346-358
2026-03-31
Complaints Management In Economic Institution: A Case Study Of The Setif Regional Directorate Of Sonalgaz
Authors : Kerouani Meriem .
Abstract
This study aimed to shed light on complaint management within an economic institution in order to strengthen its relationship with customers. A field study was conducted on Sonelgaz, a leading national energy company, through its regional directorate in Setif province. This study employed descriptive and analytical approaches. Data were obtained through semi-structured interviews conducted with a group of employees working in the commerce department. The interviews aimed to explore the reality of complaint management within the organization, the types of complaints received, and the mechanisms used to address them and communicate with customers. The results showed that Sonelgaz's complaints management system includes several organized efforts aimed at improving customer satisfaction by quickly resolving complaints, which are typically related to technical solutions, administrative delays, or bureaucratic issues. The recurrence of some complaints is attributed to unclear procedures or poor communication at some branches.
Keywords
Complaints ; Complaints Management ; Economic Institution ; SONELGAZ
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