Satisfaction and loyalty with the Tunisian postal services
Moez Ltifi, Jamel-Eddine GHARBI

Abstract
The principal reason which pushes us to make this study it is the appearance of the new service firms similar to the Tunisian post office especially concerning the postal parcels. The objective of this research is to study on the one hand, the impact of the quality perceived of the mail service on the consumer satisfaction. Of another share, to test the mediator effect of satisfaction on the level of loyalty of the customer. The data-gathering was carried out using an investigation by questionnaire managed in four post offices of the town of Sfax (Tunisia), which are post office ‘’Bab Bahar’’, post office ‘’Sfax news’’, post office ‘’Sfax Hached’’ and post office ‘’City El Bahri’’. The results show that the perception of the quality of service influences the consumer satisfaction positively. In the same way, satisfaction has a significant and positive impact on the loyalty of the consumer.

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