واقع التدريب في تحسين جودة الخدمة

Abstract

This study aims to analyze the impact of training programs on service quality at the Electricity and Gas Distribution Company (Sonelgaz – Ain Témouchent Agency) by diagnosing the current state of training and assessing its contribution to performance improvement and customer satisfaction. The researchers adopted a descriptive-analytical methodology, using a questionnaire distributed to a sample of 44 employees from various departments within the company. The findings revealed a statistically significant positive relationship between the level of training and service quality, confirming the effectiveness of training programs in enhancing professional performance. The study also noted differences in training impact based on employees' years of experience. It recommends strengthening continuous training policies and aligning them with institutional and customer needs.