أثر جودة الخدمات الإلكترونية في تحسين رضا العملاء في قطاع بريد الجزائر لمدينة قسنطينة

الملخص EN

The aim of this study is to evaluate the impact of the quality of e-services on the satisfaction of customers in the postal sector in Constantine.

The study adopted five dimensions that lead to the provision of high quality electronic services (reliability, site design, response, security and ease of use).

In order to answer the problem, the following hypotheses were designed: There is a statistically significant relationship between the dimensions of the quality of services provided in Algeria Post and the customer satisfaction in Constantine.A questionnaire was distributed to the customers of Algeria Post and was statistically analyzed by SPSS using statistical averages and standard deviations, The hypotheses were tested using simple and multiple gradients.

The study concluded that the general hypothesis of the study is correct, indicating that there is a significant statistical relationship )α ≤ 0.05( between the dimensions of the quality of the electronic services provided in Algeria Post and the customer satisfaction in the city of Constantine, except for the security dimension