أثر نظ المعمومات عمى إدارة شكاوى العملاء داخؿ المؤسسات العمومية د ا رسة حالة الوكالة التجارية لمكيرباء والغاز – توزيع - ميمة -

Abstract

This 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.