تقييم جودة خدمة الأنترنت ADSL من طرف الزبون : دراسة حالة مؤسسة اتصالات الجزائر فرع بشار

الملخص EN

This study aims to find out the customers Algeria Telecom attitude towards the quality of internet ADSL service provided to them by focus mainly on studying their reactions towards them and evaluating them in terms of dimensions (tangibility, reliability, response, empathy, safety, network quality).

The study used the descriptive and exploratory approaches through a survey of 140 customers of the Algerian Telecom, Béchar Section.

It was found through this study, that Algeria Telecom customers evaluate the quality of the internet service provided to them neutrally, with a medium degree of approval, and that there is a difference in their evaluation of the actual performance of the internet service provided.

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