Revue algérienne d'économie et gestion
Volume 19, Numéro 1, Pages 279-299
2025-06-01

The Impact Of Digitalization On Customer Satisfaction: Case Of Naftal Khadamat



Authors : Bouzerouata Ilhem . Hamida Feriel Raouane .

Abstract

This study explores the influence of digitalization, particularly through "NAFTAL KHADAMAT" mobile application, its free nature, and quality, on customer satisfaction. Using a quantitative research approach and an online survey with 150 respondents, multiple linear regression analysis was employed to examine the relationship between the variables. The findings reveal a positive correlation between these variables and customer satisfaction, highlighting the importance of embracing digital services and prioritizing quality and affordability in digital offerings to enhance overall customer satisfaction.

Keywords

Digitalization ; customer satisfaction ; quality ; free nature ; NAFTAL KHADAMAT

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