Impact of social media platforms on improving the quality of service provided

Field study on a range of organizations

Abstract

The study examined the impact of using social media sites on improving the quality of the service provided by focusing on the human factor through its use as a means of recruitment, training, internal, and external communication, and in its theoretical process, the study examined study variables - social networking sites and service quality.

In response to the study’s questions, six hypotheses were formulated to determine the extent of the use of social media by Algerian organizations and the quality of the service provided by their parties. A sample of 60 organizations was contacted through a questionnaire tested for honesty and reliability to measure and collect data. The statistical results recorded the validity of all assumptions and that all independent variables had an impact on the quality of the service provided, and the study concluded with a set of recommendations.