تأثير جودة الخدمات الإلكترونية في رضا الزبون دراسة ميدانية في مؤسسة الخطوط الجوية الجزائرية ورقلة

Abstract

تهدف الدراسة إلى تقديم إطار نظري ،يحدد ويعرف مختلف المفاهيم الأساسية المتعلقة بجودة الخدمات الالكترونية ورضا الزبون.

وقد توصلت الدراسة إلى وجود أثر معنوي ذو دلالة إحصائية بين جودة الخدمات الالكترونية ورضا الزبون لمؤسسة الخطوط الجوية الجزائرية بورقلة.

The study aims to provide a theoretical framework That identifies and defines various basic concepts related to the quality of electronic services and customer satisfaction.So the importance of the study lies in knowing and analyzing the extent of the impact of the quality of electronic services with its dimensions represented in (website design, ease of use, responsiveness, reliability, security and confidentiality, quality of information) in achieving customer satisfaction. To achieve this goal, we conducted a field study of a sample of the Air Algérie Corporation. Bourgla, relying on the descriptive approach and the data analysis approach, so that a questionnaire was designed as a main tool for collecting information, and the study was on a random sample represented by 135 academics, professionals and customers of the Algerian Airlines Corporation, and a number of statistical methods were used in the Statistical Package for Social Sciences (SPSS) program. To present and analyze the results of the study, and then test the established hypotheses. The study found a significant, statistically significant effect between the quality of electronic services and customer satisfaction for the Algérien Airlines Corporation. Ouargla.