The Role Of Digital Document Management And Preservation In Improving Service Quality, A Case Study Of MOBILIS Mobile Company In Ghardaia Governorate In Algeria

Abstract

This study aims to explore the impact of document management and preservation in the digital environment on the quality of services provided by the Algerian mobile phone company "Mobilis." In the rapid development of digital technology, digitization, automation, and speed of access to digital data have become crucial elements in improving the efficiency and quality of services provided to customers. This study focuses on analyzing the relationship between these factors and service quality through a statistical study of a sample of 158 customers in the Ghardaia Governorate in Algeria, using SPSS_26 software.

The analysis was conducted using a variety of dimensions, including reliability, responsiveness, Tangibility, assurance, and empathy. The results showed that digitization and automation have a positive and tangible impact on some aspects of service quality, while data accuracy and integrity are significant influencing factors. On the other hand, the speed of access to digital data did not show a significant overall impact on service quality.

This study highlights the importance of relying on digital technology to improve customer experience, emphasizing the necessity of achieving data accuracy as a fundamental component of service quality. In conclusion, this study provides practical recommendations to enhance service quality by promoting the use of digital technologies, ensuring data accuracy and speed of access, and efficiently training employees in using these technologies.