Master
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Item التسويق الالكتروني ودوره في تحقيق رضا الزبون « د ا رسة استطلاعية لمؤسسة اتصالات الج ا زئر » فرع ولاية شمؼ(Ecole Superieure De Managment Tlemcen, 2023-06-12) رياحي نسيمة و صديقي شريفةThe aim of this study is to highlight the role of electronic marketing in achieving customer satisfaction in the branch of Algerie Telecom in the Chlef province. It also aims to establish the theoretical and applied relationship between the independent variable, electronic marketing, and the dependent variable, customer satisfaction. To achieve this, a descriptive-analytical approach was adopted, combining theoretical foundations with a field study conducted on a random sample of 140 customers of the Algerie Telecom branch in Chlef. Data was collected using a questionnaire and analyzed using the SPSS software package for social sciences. The study's analysis led to a set of results that confirmed a significant and negative relationship between electronic marketing and customer satisfaction in the Algerie Telecom branch in Chlef. The study also concluded that electronic marketing plays an important role in achieving customer satisfaction and is an integrated strategic tool that focuses on meeting customer needs and expectations. Customer satisfaction is also considered a vital measure for evaluating the performance of companies and brands.Item أثر التسويق الرقمي على رضا الزبون د ا رسة حالة اتصالات الج ا زئر– وكالة بني صاف، عين تيموشنت(Ecole Superieure De Managment Tlemcen, 2022) بقادة بن شعايب بوسيفThis study aimed to identify the impact of digital marketing on customer satisfaction in Algérie Telecom - Agence commercial Beni Saf, Ain Temouchent, by studying the digital marketing tools represented in the website, social networks and mobile phone and impact of these tools on customer satisfaction, and to achieve this For this, a questionnaire was used consisting of 29 sentences distributed over a sample of 120 customers at Algérie Télécom - Agence Beni Saf, and the Statistical Package for Social Sciences (SPSS ) V25 was used to analyze the data and test the study hypotheses, and the study concluded that there is a significant impact of digital marketing tools on customer satisfactionItem أثر نظ المعمومات عمى إدارة شكاوى العملاء داخؿ المؤسسات العمومية د ا رسة حالة الوكالة التجارية لمكيرباء والغاز – توزيع - ميمة -(Ecole Superieure De Managment Tlemcen, 2022-06-12) مدور ليديا نرمين- غلال صارةThis study aims to determine the impact of information systems on the management of customer complaints at the Commercial Agency for Electricity and Gas-Distribution - as well as to highlight the most important dimensions of information systems (technology, administrative and organizational) that have a direct impact on the management of complaints in addition to the actions taken in this process. In order to achieve the objectives of this study, we relied on the analytical descriptive approach to analyze the data obtained through the questionnaire and study the relationship between the study variables. The questionnaire was distributed to 108 agency workers and the treatment of hypotheses using SPSS was V.25. After the analysis, a series of results were reached that demonstrate a positive impact of information systems on clients' complaints, also a positive impact between the technoligical, administrative and organisational dimensions of information systems on customer complaints, but we can not confirm that it there is un impact between the quality of informaion and customer complaints.