دور الخدمات الإلكترونية في تحقيق رضا الزبون في ظل جائحة كورونا دراسة حالة بمديرية بريد الجزائر الأغواط

Abstract

Through this study we tried: - Knowing the reality of the electronic service in the Algeria Post, Laghouat branch. - Identifying the level of customer satisfaction with the electronic services of the Algeria Post, Laghouat branch. To answer this, we decided to put the following hypotheses: - There is a statistically significant role for the application of electronic services provided by the Algeria Post Corporation, Laghouat branch, on customer satisfaction at a significant level of α = 0.05. (Ease of use, information, web design, response speed, security and confidentiality, handling). We used the descriptive approach using a questionnaire directed to a sample of Algiers Postal customers. Finally, we can derive a set of results: The positive role that the quality of electronic service contributes to achieving customer satisfaction at Algiers Post, Laghouat, and the contribution of each dimension of electronic service quality to achieving customer satisfaction in the institution under study, and in terms of arranging the influence force in achieving customer satisfaction, Laghouat Post, acquired after Response speed takes first place, comes second after web design, and then comes third after handling, comes after it in fourth place after information, while in fifth place comes after confidentiality and security, and finally in sixth place after ease of use.