دور تمكين العاملين في تحسين جودة الخدمة : دراسة حالة مؤسسة اتصالات الجزائر بشار

Abstract EN

This study aimed to identify the role of administrative empowerment in improving the quality of service for employees of the Algeria Telecom Corporation in Naama, and to achieve the objectives of the study, a questionnaire was prepared to a sample of 44 members of the organization's workers, where the relationship between the dimensions of the change was studied by administrative empowerment (delegation of authority, rewards and incentives, information sharing, work teams) and variable service quality dependent.

The data were analyzed and hypotheses tested using the Statistical Packages Program SPSS 21, and the most important result was a strong relationship between the administrative empowerment dimensions of The Algerian Telecommunications Corporation's Naama workers and the improvement of the quality of service provided to customers.