The Impact of E-Banking Services on Customers Satisfaction The Case Study of Selected Commercial Banks BNA, BEA and CPA in Ain Temouchent City

Abstract

The aim of this study is to investigate the impact of electronic banking on customer satisfaction in the city of Ain Temouchent. In order to achieve the purpose and problem of this study, a questionnaire was designed and distributed to 172 customers in three commercial banks in the city of Ain Temouchent from March 2022 to May 2022, namely: Algerian National Bank, Algerian External Bank, Algerian Popular Credit. And the descriptive and quantitative approaches were used as appropriate methodology for the subject of the study. The results of the study show that there is a positive and significant relationship between e-banking services with its exploratory variables, namely: (quality of service, service accessibility, time saving, safety and privacy) and customer satisfaction in ain temouchent city. The study also concludes that save time is the most important factor that most impacts customer satisfaction with e-banking services, and security and privacy have the least impact on customer satisfaction with e-banking services. Finally, this study recommends that Banks must diversify their electronic services and create new services in line with the requirements of their customers.