اثر تبني التحول الرقمي على جودة الخدمات المصرفية دراسة ميدانية بنك الفلاحة والتنمية الريفية حمام بوحجر عين تموشنت

Abstract

This study aims to highlight the impact of digital transformation on improving the quality of banking services at the Bank of Agriculture and Rural Development (BADR). To achieve this, the research relied on the descriptive-analytical approach theoretically, alongside the case study method in the practical part of the bank. The dissertation concluded that there is a close direct relationship between adopting digitalization and enhancing service quality dimensions, such as security, speed, and accuracy. The results also proved that BADR has made significant strides, effectively contributing to reducing operational costs and increasing customer satisfaction. Conversely, the study revealed real challenges that require continuous updating of the technological infrastructure as well as regulatory and security frameworks. The dissertation recommends the necessity of continuous investment in financial technology to ensure banking sustainability and face the sector's increasing competitiveness