دور تكنولوجيا المعلومات و الاتصال في تحسين جودة الخدمة المالية البريدية : دراسة حالة وحدة البريد الولائية "بسكرة"

Abstract EN

The aim of this study was to identify the role of information and communication technology in improving the quality of the postal financial service provided to the recipients through an analytical study of the postal unit of Biskra.

we found that information and communication technology has a small contribution to the improvement of the quality of the postal service, not because of the lack of means.

However, the reluctance of the customers of the Post Office in Biskra is due to the use of magnetic cards and the absence of quality service dimensions: the concrete aspects, the degree of reliability, degree of response, degree of safety, degree of empathy