دور الرقمنة في تحسين جودة الخدمات في المؤسسات الخدماتية

Abstract

This dissertation aims to study the topic of “The Role of Digitalization in Improving Service Quality in Service Institutions – The Case of Algeria Telecom, Setif Province –” by analyzing the relationship between the independent variable, digitalization, and the dependent variable, service quality, with its five dimensions: efficiency, security, responsiveness, system availability, and fulfillment, based on the E-S-QUAL (2005) model. The study adopted the descriptive approach, where data were collected through a questionnaire administered to a sample of customers. The data were analyzed using SPSS software (Version 26) to test the hypotheses and interpret the results scientifically, relying on several statistical techniques such as Pearson’s correlation coefficient, simple linear regression analysis, as well as model explanatory power indicators including the coefficient of determination (R²) and the adjusted coefficient of determination. The results revealed a positive and significant relationship between digitalization and service quality, confirming that digital transformation represents a key factor in developing services within the institution under study. This is achieved through increasing efficiency, improving responsiveness to customer requests, and enhancing customer satisfaction, which positively affects their overall experience and meets their expectations. Finally, the study recommends continuing the modernization of the digital infrastructure of Algeria Telecom in Setif, developing its electronic platforms, strengthening security systems to protect customer data, and regularly monitoring customer feedback in order to improve services.