أثر الخدمات الرقمية على تحسين جودة الخدمة دراسة حالة مؤسسة سونلغاز عين تموشنت

Abstract

"This study aimed to investigate the impact of digital services on service quality at the Electricity and Gas Distribution Directorate (Sonelgaz) in the province of ain temouchent. To achieve this objective ,a descriptive-analytical approach was adopted, using a questionnaire as the primary tool for data collection from a sample of (60) customers, and the data were processed statistically using SPSS software. The study findings revealed a positive impact of digital services on service quality.The results also showed a high level of customers evaluation of service quality in general, with some variation across its dimensions , The dimensions of reliability and responsiveness recorded the highest levels, whereas the dimensions of security and empathy showed relatively lower levels . The study also revealed the exitence of statistically significant differences in quality perception attributable to the variables of age , educational level, and frequency of use. The study concluded with a set of recommendation addressed to the institution under study aiming to improve digital services and address certain technical and human-related aspects in a way that contributes to enhancung customer satisfaction."