دور تكنولوجيا المعلومات و الاتصال في تحسين جودة الخدمة - دراسة حالة مؤسسة اتصالات الجزائربالمدية فرع قصر البخاري

Abstract

The aim of this study is to highlight the relationship between information and communication technology and quality of service that allows us to understand the role of technology in improving the quality of service. In order to monitor this relationship, Customer 'and from the point of view of employees' and then identify the availability of information and communication technology application requirements in the enterprise. To achieve the objectives of the study, we designed a questionnaire for the employees of Algeria Telecom. One of the most important findings was that the employees agreed on the availability of the necessary requirements for the application of information and communication technology in Algeria Telecom at Al-Bukhari-Madaya. From the customer's point of view, we found that ICTs contribute to improving the quality of service by making them more reliable "We have concluded that there is a strong relationship between the quality of service and the optimal utilization of this technology.