قياس جودة خدمة Adsl لمؤسسة اتصالات الجزائر : دراسة عينة من المستهلكين النهائيين بمدينة الجلفة

Abstract EN

This study aims to measure the quality of the ADSL service of the Algerian Telecom Company from the point of view of a sample of final customers in the city of Djelfa, Algeria.

The SERVPERF scale was used to measure the effective performance of this service.

A questionnaire was designed and distributed to 100 ADSL costumers from Djelfa city.

82 questionnaires was completed and valid to analyze, After the analysis of the data collected from our questionnaires, we found that the ADSL service quality is medium and a relationship exists between the costumer age and the ADSL service quality dimensions.

However, there no statically significant differences between the ADSL service quality dimensions and each of the following variables: the costumer gender, the costumer cultural level the costumer profession and income