دور وسائل الدفع اإللكتروني في تحسين جودة الخدمة المالية البريدية دراسة حالة مؤسسة بريد الجزائر
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Date
2025
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جامعة المسيلة
Abstract
This study aims at evaluating the impact of the E-payment methods provided by the
establishment of Algeria Post and its postal financial service quality, through using the service
quality measurement model developed by (Cronin & Taylor, 1994). The study has also sought to
evaluate this impact through satisfaction indicators, and whether there are differences between the
studied sample members’ averages about the role of E-payment methods in improving the quality
of the postal financial service, according to demographic variables.
The study has been carried out, according to the descriptive-analytical method. Data and
preliminary sources have been collected via a survey designed specifically to fit the study case.
The study has been conducted on a non-probable sample consisting of (372) customers for
geographical areas that have been subjected to probable withdrawal, corresponding to the cluster
stratified sample, representing (15) administrative districts in M’sila state, so that the total number
of withdrawn areas (clusters) is fifteen (15) administrative districts. We’ve presented this
withdrawal again for the municipalities belonging to these districts, which resulted in ten (10)
withdrawn municipalities belonging to five (05) administrative districts that have been included in
this study. The Statistical Package for Social Sciences (SPSS V26) has been used to conduct
several statistical analyses in the applied chapter.
The attained results have shown that there’s a positive impact of the perceived quality of E-
payment services on the postal financial service quality. They’ve also shown the availability of all
dimensions of service quality of the model used in varying degrees. The dimension of (security)
ranks first with an average of (3.83), whereas the dimension of tangibility ranks second, with an
average of (3.58). The study has also revealed a positive impact of the perceived quality of E-
payment services on the postal financial service quality through the satisfaction indicators, as these
indicators have been evaluated by the sample members with a high degree of (3.75). The results
have also shown that there’s no differences between the sample members opinions’ averages about
the study topic, due to demographic variables.
Description
Keywords
E-payment methods, payment system, quality, Satisfaction, postal financial service, Algeria Post.