تأثير القدرات التكنولوجية وجدارات تكنولوجيا المعلومات في تحسين خدمات الحالية: دراسة تحليلية في شركة زين للاتصالات في العراق

Abstract EN

The customer in this era no longer stands at a specific need that can be satisfied at the first service he sees.

The competitors are many and the technical development is enormous, and customers demand more improvement and expect better, improved and good services from time to time.

Therefore, companies strive to possess the best technological capabilities and develop information technology competencies to keep pace with these needs.

The aim of the current research is to show the impact of technological capabilities and information technology competencies in improving communication services.

This research started from a field problem that is the need to improve the services provided by Zain Iraq Telecom (Northern Region) to keep pace with the services provided by other competing companies.

The research method was descriptive and analytical.

A research scheme has been developed to show the relationships between the research variables, and the research has identified a set of hypotheses as temporary guess answers about the research problem, which were tested with appropriate statistical tools for this purpose through the use of (SPSS) programs for the purpose of statistical treatment.

A sample consisting of (98) individuals from the senior, middle, and supervisory managements of the company, while the sample population reached (146) individuals, The sample community was represented by employees of Zain Iraq Telecom, and the research concluded that technological capabilities and information technology competencies affect the improvement of the current services provided, and that information technology competencies are more influential in improving communication services than technological capabilities.

The research recommended the necessity of optimizing the capabilities owned by the company and improving its competencies by making it clear to employees in a simplified form in the form of easy-to-understand bulletins and reports in order to improve the services provided by the company.