Algerian Journal of Management Sciences
Volume 0, Numéro 0, Pages 24-29
2022-06-01
Value Creation In Public Sector Through Digital Communication For Better Customer Satisfaction
Authors : Lounici Abdelmalek . Fadel Lynda . Abdou Amira . Saidani Amel .
Abstract
The rise of new technologies like social media, search engine optimisation, big data and mobile changed the way we live, communicate and interact with people and companies. The society is facing some radical changes due to the development of those technologies and their massive expansion; brands need to adapt in order to stay competitive in those new settings. This paper aims to introduce digital technologies to public organisations and to showcase its impact on service quality and enhancing customer engagement and satisfaction. In order to test and confirm our hypothesis, an online survey was conducted on a sample of 156 Mobilis clients. Results show that digital technologies have a great role in improving service quality and enhancing customer engagement and customer satisfaction in the public sector.
Keywords
Digital Communication, Service Quality, Customer Engagement, Customer Satisfaction.
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