Administração eletrónica, redução do stress ocupacional e qualidade do serviço público: evidências da Argélia
DOI:
https://doi.org/10.51247/st.v9iS2.351Palavras-chave:
Administração eletrônica; estresse ocupacional; qualidade do desempenho; serviço público; digitalizaçãoResumo
Este estudo analisou o papel da administração eletrônica na redução do estresse ocupacional e na melhoria da qualidade do serviço público no Fundo Regional de Segurança Social de Tizi Ouzou, Argélia. O objetivo foi determinar se os sistemas administrativos digitais geraram benefícios para empregados e usuários. Foi adotada uma metodologia quantitativa, descritiva e transversal. Os dados foram coletados por meio de dois questionários estruturados aplicados a 120 participantes, incluindo 60 empregados e 60 clientes. As informações foram processadas no SPSS por frequências e percentuais. Os resultados mostraram que os empregados perceberam menor estresse ocupacional, maior conforto psicológico e melhor organização das tarefas após a implementação da administração eletrônica. Da mesma forma, os clientes relataram altos níveis de satisfação, melhor comunicação, acesso remoto facilitado aos serviços e melhor qualidade no atendimento. Os maiores percentuais de concordância estiveram relacionados à tranquilidade no trabalho entre empregados e à eficiência da comunicação entre usuários. Concluiu-se que a administração eletrônica contribuiu significativamente para a modernização institucional ao melhorar as condições internas de trabalho e fortalecer os serviços voltados ao cidadão. Os achados sugerem que a ampliação desses sistemas digitais pode aumentar a eficiência, transparência e confiança pública.
Downloads
Referências
Abdelwaheb, S. (2025). E-Government in Algeria: A pillar of enabling services for citizens in the digital age. Socio-economic Analyses, 17(1), 71–81.
Aithal, P. S., & Maiya, A. K. (2023). Development of a new conceptual model for improvement of the quality services of higher education institutions in academic, administrative, and research areas. International Journal of Management, Technology, and Social Sciences, 8(4), 260–308.
Androniceanu, A., & Georgescu, I. (2023). Public administration digitalization and government effectiveness in the EU countries. Central European Public Administration Review, 21, 7–22.
Berkane, B., & Rais, O. (2025). Digital Transformation in Algeria: Successes and Failures. Political Orbits, 9(1), 22-40.
Berman, L., Raval, M. V., & Goldin, A. (2018). Process improvement strategies: Designing and implementing quality improvement research. Seminars in Pediatric Surgery, 27(6), 379–385.
Castillo, F. A., & Hallinger, P. (2018). Systematic review of research on educational leadership and management in Latin America, 1991–2017. Educational Management Administration & Leadership, 46(2), 207–225.
Di Giulio, M., & Vecchi, G. (2023). Implementing digitalization in the public sector: Technologies, agency, and governance. Public Policy and Administration, 38(2), 133–158.
Espinoza Freire, E. E. (2020b). Qualitative research, an ethical tool in the pedagogical field. Conrado, 16(75), 103–110.
Espinoza-Freire, E. E. (2020c). The objective in research. Metropolitan Journal of Applied Sciences, 3(2), 206–215.
Espinoza-Freire, E. E. (2021). Scientific argumentation: a didactic tool. Uniandes Episteme Journal, 8(1), 106–121.
Espinoza-Freire, E. E. (2022). Ethics in scientific research. Mexican Journal of Educational Research and Intervention, 1(2), 35–43.
Favoreu, C., Carassus, D., & Maurel, C. (2016). Strategic management in the public sector: A rational, political or collaborative approach? International Review of Administrative Sciences, 82(3), 435–453.
Espinoza Freire, E. E. (2020a). The search for scientific information in academic databases. Metropolitan Journal of Applied Sciences, 3(1), 31–35.
Guamán Gómez, V. J., Espinoza Freire, E. E., Herrera Martínez, L., & Herrera Ochoa, E. (2019). Reflexiones acerca de la investigación social en la carrera en educación del Ecuador. Universidad y Sociedad, 11(5), 437–446.
Hallinger, P. (2020). Science mapping the knowledge base on educational leadership and management from the emerging regions of Asia, Africa and Latin America, 1965–2018. Educational Management Administration & Leadership, 48(2), 209–230.
Hallinger, P., & Kovačević, J. (2021). Science mapping the knowledge base in educational leadership and management: A longitudinal bibliometric analysis, 1960 to 2018. Educational Management Administration & Leadership, 49(1), 5–30.
Hammal, F. (2025). The digital transition in Algeria: Challenges and opportunities. Al-Bashair Magazine, 11(3), 624–636.
Harisudin, M., Adi, R. K., & Pratama, N. A. K. (2020). Performance improvement strategies based on balanced scorecard for rural cooperative: The case of Indonesia. International Journal of Trade and Global Markets, 13(2), 161–181.
Kerridge, S., & Scott, S. F. (2018). Research administration around the world. Research Management Review, 23(1), 1–34.
Latupeirissa, J. J. P., Dewi, N. L. Y., Prayana, I. K. R., Srikandi, M. B., Ramadiansyah, S. A., & Pramana, I. B. G. A. Y. (2024). Transforming public service delivery: A comprehensive review of digitization initiatives. Sustainability, 16(7), 2818.
Madani, Z., & Madani, B. (2025). Digital transition in Algeria: Infrastructure challenges and social inclusion in the digital age. Journal of Economic and Financial Research, 12(1), 667–700.
Muttaqien, F., Rizki, V. L., & Abrori, I. (2024). Analysis of employee performance improvement strategies of rural bank through sustainable development goals. In Conference on SDGs Transformation through the Creative Economy: Encouraging Innovation and Sustainability (TCEEIS 2023) (pp. 167–173). Atlantis Press.
Niță, V., & Guțu, I. (2023). The role of leadership and digital transformation in higher education students’ work engagement. International Journal of Environmental Research and Public Health, 20(6), 5124.
Ongaro, E., & Van Thiel, S. (Eds.). (2018). The Palgrave handbook of public administration and management in Europe. Palgrave Macmillan.
Papanthymou, A., & Darra, M. (2018). The implementation of total quality management in Greek higher education: The case of electronic administrative services. International Education Studies, 11(7), 26–42.
Plesner, U., Justesen, L., & Glerup, C. (2018). The transformation of work in digitized public sector organizations. Journal of Organizational Change Management, 31(5), 1176–1190.
Rowe, A. K., Rowe, S. Y., Peters, D. H., Holloway, K. A., Chalker, J., & Ross-Degnan, D. (2018). Effectiveness of strategies to improve health-care provider practices in low-income and middle-income countries: A systematic review. The Lancet Global Health, 6(11), e1163–e1175.
Saeed, S. A., Silver, S., Buwalda, V. J., Khin, E. K., Petit, J. R., Mohyuddin, F., & Committee on Administration and Leadership. (2018). Psychiatric management, administration, and leadership: A continuum or distinct concepts? Psychiatric Quarterly, 89(2), 315–328.
Sahi, A. (2025). E-governance and government communication in the Arab world: A comparative study of the Algerian and Saudi experiences within the context of digital transformation. Lex Localis, 23(10), 1–34.
Tapping, D., & Shuker, T. (2018). Value stream management for the lean office: Eight steps to planning, mapping, and sustaining lean improvements in administrative areas. CRC Press.
Todoruţ, A. V., & Tselentis, V. (2018). Digital technologies and the modernization of public administration. Calitatea-Acces la Success, 19(165), 73–78.
Waswas, D., & Jwaifell, M. (2019). The role of universities' electronic management in achieving organizational excellence: Example of Al Hussein Bin Talal University. World Journal of Education, 9(3), 53–66.
Downloads
Publicado
Edição
Secção
Licença
Direitos de Autor (c) 2026 Ahcene Moualek
Este trabalho encontra-se publicado com a Licença Internacional Creative Commons Atribuição-NãoComercial-CompartilhaIgual 4.0.
