The Role of Information and Communication Technology in Improving Service Quality: A Case Study of Algeria Telecom, Bouira Unit

Abstract

This research paper aims to highlight the importance of information and communication technologies, which has become essential nowadays, considering it one of the fundamental pillars in business organizations and service institutions in particular. From this perspective, this study was conducted at the Algeria Telecom Company, Bouira Commercial Agency highlighting the effective role of services and the continuous improvement of their quality.

In this study, a questionnaire was distributed to the employees of Algeria Telecom at the Bouira Commercial Agency. The data were analyzed using the SPSS program, and conclusions were reached. Among the most important findings was the existence of an impact and a correlation between information and communication technology and the of service quality improvement. Additionally, there is a strong relationship between devices, software, and networks and the improvement of service quality in the Algeria Telecom, Bouira Commercial Agency .This is because improving these dimensions will necessarily lead to an improvement in the quality of services provided