دور الإدارة الإلكترونية في تحسين جودة الخدمات دراسة حالة الصندوق الوطني للتأمينات الاجتماعية للعمال الأجراء "وكالة عين تموشنت

Abstract

This study aimed to determine the role of electronic management in its four dimensions (computer hardware, software, communication networks, knowledge creators) in improving service quality. The researcher followed the descriptive-analytical method, and data was collected using a questionnaire targeting employees of the National Fund for Social Insurance for Wage Earners. The questionnaire was distributed to a sample of 50 individuals, and all responses were collected without excluding any of them. The researcher used the statistical package for social sciences, SPSS 20, to analyze the questionnaire data. The study found a number of results, the most important of which is that the level of implementation of electronic management at the National Fund for Social Insurance for Wage Earners Agency in Ain Temouchent, the location of the study, is average. As for the level of service quality at the studied institution, it was found to be close to good