دور تكنولوجيا المعلومات والإتصال في تحسين جودة الخدمات العمومية - دراسة ميدانية لزبائن مؤسسة إتصالات الجزائر للهاتف النقال موبليس بولاية غرداية

Abstract

This thesis aimed to study the impact of information and communication technology on theهدف هذا البحث إلى معرفة الدور الذي تلعبه جودة الخدمات المقدمة لمؤسسة موبيليس في بناء ولاء زبائنها. وتم ذلك من خلال دراسة ميدانية تم استجواب فيها عينة من زبائن مؤسسة موبيليس بولاية غرداية، حيث بلغت هذه العينة بعد التصفية 751 زبون، باستعمال استبيان إلكتروني تم تحليليه من خلال برنامج SPSS 26 . فبعد التحليل والمناقشة واختبار الفرضيات، توصلنا في هذا البحث إلى عدة نتائج من أهمها أن هناك تأثير قوي ذو دلالة إحصائية لأبعاد الجودة والمتمثلة في الاعتمادية، التعاطف، الاستجابة، الملموسية ا ولأمان على ولاء زبائن موبيليس quality of public services provided by the Mobilis company in the state of Ghardaia, Algeria. To achieve this objective, the descriptive analytical approach was used to identify the various concepts related to the topic, in addition to conducting a field study to identify the effect of using information and communication technology on the quality of public services provided. The study population included all customers of the Mobilis company at the level of Ghardaia state, where a representative random sample of this population was selected, comprising 524 customers. Data was collected from the selected sample using an electronic questionnaire. Then, it was analyzed and interpreted based on different statistical methods, in addition to using SPSS_26 programs to test the study hypotheses. The study found a relatively positive and strong relationship between information and communication technology and the quality of public services. Information and communication technology had a significant and positive impact on the quality of public services at Mobilis company in general. Specifically, the sub-independent variables (software, networks, and human resources) had a large and statistically significant positive impact on all dimensions of public service quality, while "equipment" had a statistically significant impact on all dimensions of public service quality except the "responsiveness" dimension. As for "databases", their impact on the quality of public services was weak and statistically insignificant with all dimensions of public service quality except the "tangibility" dimension. Based on these results, several recommendations were made to Mobilis company to improve the quality of its public services by benefiting from all aspects of information and communication technology. This includes improving equipment and networks, developing software, training employees, and addressing its weakness in the "databases" dimension