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http://dspace.univ-tiaret.dz:80/handle/123456789/16787| Titre: | أثر التحول الرقمي على قطاع التأمين- دراسة تطبيقية على خدمات التأمين عبر الانترنت في الجزائر |
| Auteur(s): | بلقايم, نصر الدين |
| Mots-clés: | التحول الرقمي قطاع التأمين الخدمات التأمينية رضا الزبائن |
| Date de publication: | jui-2025 |
| Editeur: | جامعة ابن خلدون-تيارت |
| Résumé: | شهد قطاع التأمين في الجزائر على غرار العديد من القطاعات الخدمية تحولا تدريجيا نحو الرقمنة، استجابة للتطورات التكنولوجية المتسارعة والمتطلبات الجديدة للزبائن ، تهدف هذه الورقة البحثية الى دراسة اثر التحول الرقمي على جودة وكفاءة خدمات التأمين من خلال تحليل تجربة التأمين عبر الأنترنت، مع التركيز على وكالة التأمين الوطني (SAA) كنموذج تطبيقي في ولاية تيارت. |
| Description: | The insurance sector in Algeria, like many other service sectors, has witnessed a gradual shift toward digitalization in response to rapid technological developments and evolving customer demands. This research paper aims to study the impact of digital transformation on the quality and efficiency of insurance services by analyzing the experience of online insurance, with a specific focus on the National Insurance Agency (SAA) as a case study in the Tiaret province. The study adopts a descriptive-analytical approach supported by a field study based on questionnaires directed at both the agency's employees and its clients. The research seeks to assess the availability of digital infrastructure, the extent of human resource training, customer satisfaction levels, and the main challenges related to the use of digital platforms. The results indicate that digital transformation at the SAA agency in Tiaret is still in its early stages, with digital services limited to electronic payments, online marketing, and customer communication via SMS and email. While the findings show a relative improvement in response speed and service quality, several obstacles remain—such as limited training, slow platform performance, and customers’ reluctance to engage with digital services—which hinder the achievement of a fully effective digital transformation. The study recommends adopting a comprehensive digital transformation strategy in the insurance sector based on improving infrastructure, generalizing specialized training, and intensifying awareness campaigns for customers. Such measures would enhance service efficiency and increase the attractiveness of the insurance market |
| URI/URL: | http://dspace.univ-tiaret.dz:80/handle/123456789/16787 |
| Collection(s) : | Master |
Fichier(s) constituant ce document :
| Fichier | Description | Taille | Format | |
|---|---|---|---|---|
| TH.M.COMP.2025.04.pdf | 2,11 MB | Adobe PDF | Voir/Ouvrir |
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