التكامل الاقتصادي
Volume 13, Numéro 1, Pages 197-213
2025-03-31
The Impact Of Change Management On Service Quality: A Case Study Of Algeria Telecom “mostaganem “
Authors : Kebaili Hadja . Atig Aicha .
Abstract
This study aimed to highlight the impact of change management on service quality through a case study at Algeria Telecom in Mostaganem. The hypothesis chosen assumed the existence of a statistically significant relationship between change management and service quality at the institution. The study relied on a descriptive-analytical approach, using a questionnaire as the primary tool for data collection. The questionnaire was designed and distributed to a random sample of employees and workers within the studied institution. SPSS version 23 was used to perform statistical analysis on the collected data. The study yielded the following key findings:There is a statistically significant effect of change management on service quality in Algeria Telecom, Mostaganem branch.and There is a statistically significant positive effect of change management on the quality of services provided to customers.
Keywords
change ; change management ; resistance to change ; service quality ; algeria telacom
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