The Impact of Technological Vigilance on Enhancing Digital Service Quality: A Case Study of the National Social Security Fund for Salaried Employees (CNAS) - Bouira Agency, Algeria

Abstract

This study aims to investigate the impact of technological vigilance on enhancing digital service quality at the National Social Security Fund for Salaried Employees (CNAS) - Bouira Agency, Algeria. To achieve this objective, a descriptive approach was employed to ground the theoretical concepts, integrated with a case study design for the empirical investigation. Data collection primarily relied on a structured questionnaire. A census method (comprehensive survey) was applied to the defined target population of 258 employees)comprising executives, middle managers, and supervisors(whereas operational staff were excluded due to the irrelevance of their job functions to the research scope. Out of the distributed questionnaires, 230 valid responses were retrieved and statistically analyzed using SPSS V22. The empirical findings reveal an effective implementation of technological vigilance mechanisms and a high level of delivered digital service quality within the institution. Furthermore, the statistical analysis demonstrates a significant positive impact of technological vigilance dimensions on enhancing digital service quality. The study recommends that continuous investment in digital infrastructure and specialized human resource training on smart vigilance systems are imperative strategic mechanisms to keep pace with rapid developments in the digital business environment.