دراسة أثر استخدام الإدارة الإلكترونية من طرف مصالح الخدمة العمومية في تحسين جودة الخدمة العمومية في الجزائر : دراسة استطلاعية حول خدمة استخراج جواز السفر البيومتبري

الملخص EN

This study aimed to identify the extent of the impact of the use of electronic administration of the interests of local communities (municipal and circle) in Algeria to improve the quality of extracted biometric passport five dimensions of service (reliability, responding , assersion , tangibility, sampathy) and according to this model Servperf, to achieve this goal the researchers gathered the necessary information through the distribution of a questionnaire on the concessional sample of the study population, its size reached 166 Single out of 210 single was distributed questionnaire for them in order to test the hypotheses of the study and for that has been the use of a set of statistical methods, including: the arithmetic mean and standard deviation, The percentages , correlation coefficient, and the coefficient of determination, The study found a range of results most importantly there is a strong positive correlation between the use of electronic administration by the interests of the public administration and all of the postresponse and tangibility and empathy for the quality of the extraction passport biometric travel service, as for each of the dimensions of reliability and Assertion there is a weak direct correlation between them and the use of electronic administrations by the interests of local communities