أثر جودة الخدمات الإلكترونية في تحقيق رضا الزبائن : دراسة على عينة من زبائن مؤسسة بريد الجزائر سكيكدة

Abstract EN

This study aims to identify the impact of the quality of electronic services provided by Algeria Post on the satisfaction of its customers who use the website in the municipality of Skikda, based on the French NETQUAL scale designed to measure the quality of electronic services in its dimensions (ease of use, quality of information, site design, security and confidentiality).

An appropriate sample of users of Algiers Post's electronic services, mainly represented by the institution's e-mail users, which numbered 80 individuals, was selected according to the random sampling method) SPSS( Depending on: reliability coefficient (Alpha Cronbach), Likert scale, arithmetic averages, standard regression, and Pearson's coefficient to find out the relationship between the variables.

The most important findings of the research is the customers' satisfaction with the electronic services provided on the Algeria Post website, and their order of the importance of the variables affecting their satisfaction was as follows: 1- Ease of use.

2- Website design.

3- Security and confidentiality.

4- The quality of the information.