مجلة دفاتر اقتصادية
Volume 17, Numéro 1, Pages 321-340
2026-06-02
Interactional Quality, Complaint Management, And Brand Image As Determinants Of Customer Satisfaction In High-contact Services: An Integrative Approach
Authors : Krim Yasmine .
Abstract
This study analyzes the mechanisms underlying customer satisfaction through an integrated framework combining relational (interactional quality), organizational (complaint management), and symbolic (brand image) dimensions. A quantitative survey was conducted with 292 customers in the Algerian telecommunications sector, and the data were analyzed using multiple regression with SPSS. The findings indicate that interactional quality is the strongest predictor of customer satisfaction, followed by brand image and complaint management. The overall model demonstrates strong explanatory power, supporting the relevance of a systemic perspective on satisfaction formation. Reliability and internal consistency tests confirm the robustness of the measurement scales and the empirical framework. By validating this integrated model in the context of an emerging economy, the study contributes to the literature on customer experience. It highlights the complementarity and relative importance of relational, organizational, and symbolic drivers, while offering managers practical insights for prioritizing actions and improving customer experience strategies
Keywords
Service experience, Customer satisfaction, Complaint management, Brand image, Algerian telecommunications sector
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