Human Resource Skills and Their Role in Achieving Digital Service Quality: An Analytical Study of Employee Opinions in Asia Cell Telecommunications Company

Abstract

The current research aims to shed light on the skills of human resources and their role in achieving digital service quality, by applying them within Asia Cell Telecommunications Company. This was done through distributing a questionnaire to a random sample of 70 employees working in the mentioned company. The research problem was formulated by the main question: "What is the role of human resource skills in achieving digital service quality in Asia Cell Company?" Based on this question, two hypotheses were formulated to determine the nature of the relationship and the impact between the main research variables. Under these hypotheses, a theoretical model for the research was constructed. Data and information were collected and processed using the SPSS.V-26 statistics software, relying on the descriptive analytical method. The research reached a set of results, the most important of which confirmed the presence of a statistically significant correlation and impact between human resource skills and digital service quality at both the overall and partial levels. Among the main recommendations provided by the research is the encouragement and motivation of work teams within the company to apply new skills in the context of daily work. This is achieved through sharing experiences and utilizing the findings after the completion of each training program. This approach can enable the company to improve team performance and achieve better digital service quality.