أثر تكنولوجيا الإعلام والاتصال على رضا الزبائن : دراسة حالة وحدة البريد الولائية بسكرة، دراسة استطلاعية لطلبة جامعة بسكرة
This study aimed to identify the impact of information and communication technology on customer satisfaction as well as the impact of the quality of e-service as an intermediary between them. The data was collected through the questionnaire as a basic tool, after taking the study population of (10685 university students) customer who dealt with Algeria Post for more than a year and still ongoing, in order to achieve the objectives of the study, the questionnaire was distributed to a sample of 450 respondents, of which 420 were analyzed. Where data were collected and compiled using Statistical Package for the Social Sciences "SPSS" version 23.0 and AMOS program version 23, in order to develop a database and tables reliable in the analysis process, with the use of the five-point Likert scale in the axes of the study. The results of this study have reached a number of results, the most important of which is a significant relationship between ICT and customer satisfaction. The results also indicated an impact of the dimensions of the quality of the electronic service on the relationship between information and communication technology and customer satisfaction, The perception of the study sample that ICT has an impact on customer satisfaction. One of the most important recommendations is to pay more attention to the quality of e-service due to the role of the intermediary between information and communication technology and customer satisfaction. (Author’s abstract)