جودة الخدمة العمومية واثرها على رضا المستخدمين

Abstract

This study aimed to identify the impact of public service quality and its different dimensions on user satisfaction at the National Social Security Fund in Wilaya of Ain Temouchent. To achieve the objectives of the study, the descriptive analytical approach was adopted, and a questionnaire was used as the main data collection tool from a convenience sample consisting of 100 users. The collected data were processed and analyzed using SPSS software through several appropriate statistical methods. The findings revealed a statistically significant impact of public service quality on user satisfaction. The study also showed that reliability, transparency of procedures, and tangibility and accessibility were among the most influential dimensions in improving satisfaction levels. The study recommended enhancing digital services, simplifying administrative procedures, and strengthening interaction quality between employees and users in order to improve public service quality.