5
,4#eA# ;4,b t Siqet &"r;t ;i4}t idrJsrdt R dp w b liqu e Alg {rienn e il dma uuliq u e et Pap al aire csihll &+l .e dt lt rul*:ll [31j3 Ministbre de l'Eruseignement S:apdt'iear el de l{r. Rscherche ScientiJiqae Un i,s e rs it d Il{o lt *ffie d l{$Ifr H E R - B is k r a {scwltd eles Sci,ences Economiq wes, Csriwfterci{tles et des Sciences de Gestion A ip artem ent des S cienees Co yremereiules iJS*r /4!S sr*n i*ot* uuils& o,LllilJ oL:ta;iYt ,dilti,.*i IJ " IJ L-tt$Jt f&J/ i**6 2&I6*2GIS("r"p"sj otJS*) dttsl .J"i&Il (c'! d6$3lk dtrs$l 4*thill {ht*n,11 2&15*x**1?:fupu$ $Uet*, :d.pl.ji dU-, &Jl.*i :Lr.,"aii d*tA*S"&l {&tJ*3:s.p.sr :;l,,sii,la 4p'fl AJJ**} Cr* t+t r(g?)fuh #bJl .t':-si-.all J+l:lt+ :3"-LJl 3;dl -i fii-reJl r *1.+1Jl ;r;; GJdl "$ L-.+ fL.rJl os r_ir::l diUiJ r s*-iJl L-.:, f**rilt c#i.*Jt E;*r"l # (rlJAYl).;"1-:ll ;*::p it fo tiL-dr fr;'::Jl ;;r' ',rl't!l-r ls^"*Llt L-e *l_$&"dt *p {T+is {3*9 *rduul d}tJ\sl! ijt :(g8)ol$l dt3Jl *L:Jl L#J"-i,"'P,,c: c*i;r,; L*,o lfl-Lil ,4.S,.r1*$.o3i+rc *1+r=i dJlo.:ill lS-r* a+l* *i .dl fujS^ll .-ilJ&vi uiIi* rJ# ai)\*! t -d fS "cll.3ll ioiLr q;t;=3t tii^i1 dj*,LlJdl ;U.! ::..,j;J"dl 1*6\- .,it 3iL^lt g* 1J),J*rl-,,' &irfu -:!iA ,s*r*"ll f*""+ril *Lii o)L*il ir'$Ls" g1^J e-fud1l G:L.:ill q€^SL .rJc l-ra+-d'r -tl"iYl \Fa t*i .i4:3L.i- ;6c u)"os ;3i:l*.*; Uh-I, g:3t*:" pll*c c,o *-riLdl fe)l^Jl ;," f J:Jl l:&l a+-LVl :*;11 d,e "r+l :(ur5)**t-ttl dl,lJl ;* atUl*Yt d ,rtufoI +$Jl ,i ,J+;l l{-"lr; oJl r:11* '''ll ac3,o;* a1c, iJ1+c, J"-Jl -1 ftia jl*"Jl k*r.* #11 r:lp"XlLr :3";"J1 L cQolr-i-t ,1 a*ri.lt €1L* 61 Y1 ,a*s u1 a*U 1JLS elJ* drJl {.#t r.r*r r*irlii3 Y Jd".iill .,'*lL*i .Ji it;-.+ . -)"*,:t *ul*; L-:i':l Ui"dL*s *,L ry*, ,Lr,ill 5dL^l I Jii:: J"Jl ,tui.:lt ucv

dtrs$l 3;dl f**rilt it - Université Mohamed Khider Biskrafsecsg.univ-biskra.dz/images/examen/doc2015/ser.pdf · ,4#eA# ;4,b t Siqet &"r;t ;i4}t idrJsrdt R dp w b liqu e Alg {rienn

  • Upload
    others

  • View
    1

  • Download
    0

Embed Size (px)

Citation preview

Page 1: dtrs$l 3;dl f**rilt it - Université Mohamed Khider Biskrafsecsg.univ-biskra.dz/images/examen/doc2015/ser.pdf · ,4#eA# ;4,b t Siqet &"r;t ;i4}t idrJsrdt R dp w b liqu e Alg {rienn

,4#eA# ;4,b t Siqet &"r;t ;i4}t idrJsrdtR dp w b liqu e Alg {rienn e il dma uuliq u e et Pap al aire

csihll &+l .e dt lt rul*:ll [31j3Ministbre de l'Eruseignement S:apdt'iear el de l{r. Rscherche ScientiJiqae

Un i,s e rs it d Il{o lt *ffie d l{$Ifr H E R - B is k r a{scwltd eles Sci,ences Economiq wes,

Csriwfterci{tles et des Sciences de GestionA ip artem ent des S cienees Co yremereiules

iJS*r /4!S sr*n i*ot*uuils& o,LllilJ oL:ta;iYt ,dilti,.*i

IJ " IJ

L-tt$Jt f&J/ i**6

2&I6*2GIS("r"p"sj otJS*) dttsl .J"i&Il (c'! d6$3lk dtrs$l 4*thill {ht*n,11

2&15*x**1?:fupu$

$Uet*, :d.pl.ji dU-, &Jl.*i :Lr.,"aii

d*tA*S"&l {&tJ*3:s.p.sr:;l,,sii,la 4p'fl AJJ**} Cr* t+t r(g?)fuh #bJl

.t':-si-.all J+l:lt+ :3"-LJl 3;dl -ifii-reJl r *1.+1Jl ;r;; GJdl "$ L-.+

fL.rJl os r_ir::l diUiJ r s*-iJl L-.:,

f**rilt c#i.*Jt E;*r"l # (rlJAYl).;"1-:ll ;*::p it fo tiL-dr

fr;'::Jl ;;r' ',rl't!l-r ls^"*Llt L-e*l_$&"dt *p {T+is {3*9 *rduul d}tJ\sl! ijt :(g8)ol$l dt3Jl

*L:Jl L#J"-i,"'P,,c: c*i;r,; L*,o lfl-Lil ,4.S,.r1*$.o3i+rc *1+r=i dJlo.:ill lS-r* a+l* *i

.dl fujS^ll .-ilJ&vi uiIi* rJ# ai)\*! t -d fS"cll.3ll ioiLr q;t;=3t tii^i1 dj*,LlJdl ;U.! ::..,j;J"dl 1*6\- .,it 3iL^lt g* 1J),J*rl-,,'

&irfu -:!iA ,s*r*"ll f*""+ril *Lii o)L*il ir'$Ls" g1^J e-fud1l G:L.:ill q€^SL .rJc l-ra+-d'r

-tl"iYl \Fa t*i .i4:3L.i- ;6c u)"os ;3i:l*.*; Uh-I, g:3t*:" pll*c c,o *-riLdlfe)l^Jl ;," f J:Jl l:&l a+-LVl

:*;11 d,e "r+l :(ur5)**t-ttl dl,lJl

;* atUl*Yt d ,rtufoI +$Jl ,i ,J+;l l{-"lr; oJl r:11* '''ll ac3,o;* a1c, iJ1+c, J"-Jl -1

ftia jl*"Jl k*r.* #11 r:lp"XlLr :3";"J1 L cQolr-i-t ,1 a*ri.lt

€1L* 61 Y1 ,a*s u1 a*U 1JLS elJ* drJl {.#t r.r*r r*irlii3 Y Jd".iill .,'*lL*i .Ji it;-.+. -)"*,:t *ul*; L-:i':l Ui"dL*s *,L ry*, ,Lr,ill 5dL^l I Jii:: J"Jl

,tui.:ltucv

Page 2: dtrs$l 3;dl f**rilt it - Université Mohamed Khider Biskrafsecsg.univ-biskra.dz/images/examen/doc2015/ser.pdf · ,4#eA# ;4,b t Siqet &"r;t ;i4}t idrJsrdt R dp w b liqu e Alg {rienn

4#uil 44t2i4ttt Lp,:ry4t L.rutl-+lRdpublique Algdrienne Ddmocralique et Populaire

srlrll ,'.-Jl J,Jt,ll *ldll 6_jj3Minktire de l'Enseignement Supdrieur et de la Reclterche ScientiJique

J n iv ers itd Mo lr amed KHIDHE R -B is kraqaculti des Sciences Economiques,]ommerciules et des Sciences de Gestion) dp artement des Sciences Commerciales

;.;5"'1 .-+; l^-' i*t4,,,.,1t1 o& o LliJl o Ll,a:iYl ,ahJt LJs

lJ . - Ir

41{lr phJt 4

2Ll6-2015(r.p.d ol-;3ls$ &ltltl rrhll Ep CH$3$+ dlsl$l 4$hJIt li*l,r.ll

2015-10-l7r$3tsll

OEet^,. :i,.jl :-:l+ :-AJ-d :,-rai.aii

eildJill &J*I :O*t+td c+3J^Xl eia,4lll:(g2)..1l,a:il+ {SIt &tu$ d,e ?+i &U tJr+tl

,<\AU production etiiYl 3 serviee 4-$. )L"A ,il=tt -. unJlts u," 4.S. A+S qF^ servuction i-lS -i

--,--**,JSl ,j-,t ll -r -L:.tt ,r+<ilI dlxll gi Uslt eh) 6-.rl-r* ,FiKf .!li olel;r=) :+E -r

e?^ L-r. ,.,ri:J 4^<4 !+ r i-h^/,-}l.' i-U.ll *fr -lE Cl , q-d+ll 3 a;rUt ,,-1.'ll

:i,lEll J"-ti,ll ir OrSi:Lrill elxJ 1*Le 3,LL.,ll ln.l}n+ r#l ir3-ll 4+-rr: o-51. r\l

@.&;,-Yl e)-*Jl r Glihll CLxll llJx ,Lr-.!l ,4Fl-l"l a*iLi^ll e g.:lJl frll ,LLJ

aagO' ,is.J ) q'll ,l+.iYl rtc J++ r dil-sll ;ffif 4,#X ,*-3i :g.13y:Il #$l-"r

\-/ @/#l *ri i;tllt &tr.Jis^ ,i , i-"'Jl i Ur-r. ll rl3,"lls rJil'"nll t*iSL

.,-!Cl c,L3.$=l dr -iSi a,LJ c,.Ic a^h^ll -!S-il J+l,; d,^,ill JEil J,-!-.t {}ailJl JrSr Y 6i .il-,;$l ,*P*) jL rli''u.J1 r AiiJl drJ+ 1|:!l ailJl crli sLri1l-&

€Y @**l ;si;.:grll ';-yJl J'^-i*ll ti :o d3-dl Glil J.-Uc. ,/+ t;tL -'*-,,ill 1++ .-,",1 sSll d:I-lill -e

@ .h6tc JL"r

Page 3: dtrs$l 3;dl f**rilt it - Université Mohamed Khider Biskrafsecsg.univ-biskra.dz/images/examen/doc2015/ser.pdf · ,4#eA# ;4,b t Siqet &"r;t ;i4}t idrJsrdt R dp w b liqu e Alg {rienn

s.JJL.ll cp .r.is ii+ 4illlJl c,l.,rt*ll ijtt :(cE ),,'ltl!l *t

,J9: (l-,1.y1) asJFtll J-#r all (.ri-) & + oJsJ 'd's'o ir'i-rLo 9 crLr:'Jl 6;,o cJll.L

Q]- .(o:sr*;r) g1EI ,rir1 ,*-r (e^s1 rri^) q,jlxl u'iJJ

.lilJl ,fu *.,,'.llg, ql ^.,rrll

UJ^rLll

*Uill Jr-..,,:ll

:,r.t .!3*.fill 1.t el:.| iiX 6.v.!-: $t.ll a-I'j^ll

c1+jI

.Ji e-^,J cJs-ll Dii ue.

A^Li^ll 1* rr, ;tl ;.t^ilYl iils;c. -)+rJ r : (External Marketing) f.i;Jt &'*Jll - @

@l-*ri: te++-r:r, ta;,; : 4+-liJl ciL-r;,ll drE J=.I 1,p e)^,Jl &l-: -r &trL eC /)p)lao Nrl ,* iahJl iJ.lr- Zi*li tP Xt : (tnternat Marketing) ,*t.tll et*tlt - {9

,LsJl eJt^: lJ"r -tc SjVl *y}n-r +JJ$ ,4;*t-ll U-l-i,i,Yl ' iJLri r# U l-b;'ll

,j,ildl, -$lJ,,ll ,(Lrill drii OIS^ d -tl-Fl iU,:l id.,: ah'iLr^ll 'llt!) cjLJ^Il iri6";

drl-t -r ot+L tW ,+ js-ill e^ i^h'tt Ljilr Lsll a'il6 -F -r l++JrKIl ;p;rlii-Yl

fr.,>;t 1--., & 6-r..i,l;^ ups,ii* *b-r O! O$tJl

0# lil'Ulll a$\,ll rr3.r djB^Jl ;rot! up :(lnteractive Marketing) r*lfll &!*tJl - (y

e& -r 'Jg^,ll a# ',!ni dl ottt;.tl iJ' ''il1 cii)'ll J,! JIE p :;'u'r-i:'"^ll3 e)^'ll

@*-*.,r Ct^- lt ,jg.3 ,.il.u!t tJ+l u:i:t

J) a--L:^I 3," o$ii.l1 1$t ,Jttd oh+: L+r* c3y +:t Y dxj3ll a,ii.J +-,,b.J i*ii^Jl-+ a. rri',.,, ll

6+-jl -lgrlJl iJ ,"BERRY& ZIETHAML& PARASURAMAN " .r tJS 6f&,Lr-ll rJ +riJl ta.rr-+;f cif: oa Lr:ll 6r-;c. ,;rrii d k+lt r^34.Jl

1.5 Lrill 41P'*i '''lr

cruut

Page 4: dtrs$l 3;dl f**rilt it - Université Mohamed Khider Biskrafsecsg.univ-biskra.dz/images/examen/doc2015/ser.pdf · ,4#eA# ;4,b t Siqet &"r;t ;i4}t idrJsrdt R dp w b liqu e Alg {rienn

,=J*ilt ,h!l (9+U"i a+-,i -,;1-r,-o

": l*ri ,+ a^rill 'or.:il4+l:ll t+-,,H| a-"1.. L; .J*J

Lrill e)-*ll d.,l.,s-i iJ# ,-!Jtll f*i gi r" i-ori$ o:al c)--Jl 6Ls-i e Lr.Jl

.U,.J*ill olSJ os:S;r1,

a!,rs r&r.i< 6 \rr tJA 6,J3: &tr)l , oLl;rll Jr+ td.l$ , rL-'yl o:a r:c;jS OJ

j ,Lr.Jl ir5 ,rlc. -il1li! .ui a,"^i Jl 4!.ul rL-.,!l ,J-ilil+ i.F-l+ll .,* eE ,1988

:, .Ag

crh,-JlS ,Lr-ll p;:Al cJl;a4ll3 qrlJl J.-U,JI d6.1fu :i-, cot"ll sl$Yl -

.ill... ,i1+^ll a=r,a.ai 6 lJlJ.lslll .gri.,^.J1,=:Yl cJ.,L-l 'Orl*lJl SjVl t;;ail-,(-, I

crisJl ,'rJ- cr clpr ,JS,& Lriil rl:,i ;, a^Li^ll ;-,rri C u'ii,l :i-rlL&Yl -.Lrill .-,,-1. .,Io rl.noYl i+-1. gi ,-,1$iYl3 q-*Jl-,

@

db",ll k+$J #l *!.s,-eill a-cJ,^+- de iJl+c J*.,J|

d dJ",ll k4r+ .;l'f o!.;ll 3 .1-4.olrri''l i Lrill-t

,alSLL J=J ,JIJ^'X;rslJl 6.i:l;',-..".l.,-Li^ll c.riS3 c9l^ ,i\ ;l:i-,,^l+i*Yl - @.LSll olri i-=;*r 43lJ1*,i3-,J ,+ i-,ll bys

JJ a3Lrj ,Jtl-i^ll ,i et:,:t dr a*-Li.ll C^ di)-lJl -9Ii dlli "d+-r

:,"t-ll - I.ai:ll rt+[-! & r+-t$r Lrill d$q i,,illill a-,1:S. r ot^iJ'-

U JA r,t1 .Jt J^,llJ 4lSL^i,^U d*^'11+ fL"3AYl 4+-! cP -,,;a'5 :r.iLhll oeoisll - @.gri JU4 .,! Lrill #L3 cjsll 6p; cD-tJl ef,!,

:.;Yl ire ,^. J ,(CF) '&lil -J$1. I

6* 6:1ii-)l 4l ,r!,:J 's'r*ell -si" 50):!.riJt & _Jt 4Jlll E1+.,;lt

Jl , ,J|J^,I! k-+ sll qlUl

: ,;Yl JJI *Jt -;,.^,Jl "Jt ,rLrill ur,"5L :' -F.'E ' tlt' "' os+-*r*a

r"/ ++slt uti dIr3 ,sJ'ts3ll 4L.'.8 JJ9 di-rijl oJ ilJl -s :(rEill)adlA sLrs.ll 1 ry.r:-rlL .a;;*-.,, g+^La4 kl ora-r '63,)Jl lhiS-l Dt-i ,l* 4ii+E d#Jl dr o"*l +ulri3 rLrrl\ 1;t$=Yl i;rlll ,+ ;:EIl a""' "t $ Jl,*,Yl r--#x*: atotJ 4+JsJ

rii , ,i-Jl3 cji:ll *LriS crLr-ll *s .;Itll -i-l-F adJ^l 'Jr,":ll ,j;[ ,-tz+,ri""i'

U! cO+,- ;r*^,r d.rLri L5 eF ,i ,t *.,!t q,s drL:*ii3 'l'+*"

6-,1"rs d UC. I f+4++: ..l W Vt l"H ,*Jl alial irl;-1 JJ ,f.t5l $ e2;,,.^ a9+Jul "iA & ,lrl'J

(orr)L_--

e.fi OIS^ J] ,l-:-r$r,J.Hl 16+ll r-1t-tr"InYT-c3I3 :gJ^'i'i

.qrdl al.ulS iJ."-HlLSll ,rill !:-d ;elJil .3rll ra;l. ls

Page 5: dtrs$l 3;dl f**rilt it - Université Mohamed Khider Biskrafsecsg.univ-biskra.dz/images/examen/doc2015/ser.pdf · ,4#eA# ;4,b t Siqet &"r;t ;i4}t idrJsrdt R dp w b liqu e Alg {rienn

&l" ririll .'ja .-ir 8t *Jl UE-J 4$l-dJl f<.|_:ly OA_1 ..1 ,:,,i,.11 dlr-3 $ ,-idr! JL*,YI a.-aii-ll al-J.- O-r.r+ .ri d.Lrill oja Ju OJ,jI+ll

"r:+ ell.i ,k+ls

,iU ,i .l*=.'E .+ cl_rrtl OI-lSl $ e)-*lt o++ uJ .rdt+jt tJ O:A -tii ud$l

U.,j -,pl! a6r. ,-r-ll rJE Lll-iJl A e&L.r.ll dr +.r,Jl ,Je d*r,-:X .,5l-.;,ill *_tl>;r- ;:!_1 JJ ,f.$ $ GJ Glt o$ Lf.,^ ,f+^.,iji ,r.lc rLacytr crLr:.ll d^ jl+l ,+<./ JlJl JIAYI i-:;r Br!-,1 & c+r,J $ dlli oi tx enLr-ll .,-rL gsr a-,it-LJl

.iJlJl .J=. Yl d i,+^ dt_j",i

!:c cJJ,--+ L dl3rj_9 f#..'s 6 ri5 arq,.- c.r:t+.! 6,, JJyl Lrill ,orri,,r,JG1-lsi,L'iiJl Lr.ll d-.'-l grLll 6n-^lL;h s l* cJ-r, rJiii iJ. drd+ t-.J+lL

e-:J 4rll<.,! ctl-.13 i.il$ll .rUi "Jr r,-.,11 qrsS .+1S"1 d.rrl_,l r6rlJl .93i.^ll ll-l

..+ -*-ll +JJ & .rlncYl :t-,1 grUl c, n -ll cjs t-lS +il yJ .(qrr*,-) ;.-3^ ll.*,,iOi L4i .r:; crL.s-l! a|"J^IJUIJ r6\_5n Ji,*,i e*J 4+tS^l r,ri-.._, a_ilsll ..rl-,i

,Jllt+, (u,,r^Lll grlJl e,.,."1t gr ta.+,s +ls^J d il-x* ;Si O_rS $ L$.Jl L..1.! qkll qf-, ,e)l^,ll c.,l,rlt,.,^,,- l.c-L-r,i ,js^J Lr=ll 4J^sJ Lsll 1p:r_l LJ:ll .9 q:.., O

.,_*-$l_r dt n,]' ll rJ# u,-jl-E:ll iJ^"1 -Jl e.:+(oO-tt dp^,iJ,rNl ol_2l+Jl ,l*^". Lr.S ) -ut-,*. oL-r.ll s.13S :L;trrJl crLr.Jl

ilrl.:Yl; l;'i( Jl crLG-Jl crG .E-r=l a<+ ,r._l .al.,itn Jlsi Jt*.,,!l oJs l^ 4+Jlri

..& .r++ Ct JL-,YI+ d;il-{ 3r-i S dElr, r,,-^.Jl crL.E:.r e+,j,1 ) $ !_,,l+:Jl

J Jt-,!l sr.,, i it+lt qJ= drl-.l i-,pr -lisii *Lsll c-rits Lr<-l ,te+ rrjil)r or.:r!trq $ &YLJI ora gfu t/: rgiJl t.J"+.,b l;.:li 6_5ull qFs g;JLi"ll O-l,sl grl s;&I

.Lri,ll e.ii ,,rJl L*.,jJlJ r_.;il| ; x+i, ;r *+ll J"i,j^S J*-Jl

u;+ r! k-rL: Lrill 6- iJl,-i:yl 6rr gi gt-rril ejxll q^-li LJ :crLrill cjx-4uJ ni.ll ols c}.,lill+-l .1.6:^.ri dF^J uill 6lj-,U

"Jr .+_,, d.rl.lr- o ,i agtri. c3lrr- o

\-,rl UJ 6L9'-o g!-l d ,i ai*^ 4SlJi+ iiti^ .,s d.rLrill ,.,lo J..-.ll cJ_.:.+ $.oLrill c.rL,,.,3^ tAl,:lix q,ll JL-,!t -b -i_r-, c.rlrr- Jl o.u gJilr i-,ib.ll

-3(}

e

- I artc9$, Jrq