تكنلوجيا المعلومات و الاتصال كمدخل لتعزيز جودة خدمة الزبون

الملخص EN

This paper aims to shed light on the integration of information technology and communication as one of the main pillars of the organizations in general and service in particular.

On this basis, a (non-probabilistic) sample was taken from (47) individuals from the study community(Customers of Algeria Telecom) in Annaba Area, According to the statistical norm.

To meet the requirements of this study, a questionnaire was designed, where independent variable includes information and communication technology and dependent variable is composed of dimensions of the quality of customer service ) based on servqual-model .

The study found a set of results, most notably the existence of a statistically significant relationship between changing information and communication technology and the dimensions of the quality and customer service, in addition to the presence of major effect of information technology and communication on the dimensions of the quality of customer service from the viewpoint of the respondents