أثر جودة الخدمات المصرفية الإلكترونية على رضا العملاء دراسة حالة بنك الفلاحة و التنمية الريفية

Abstract

This study aimed to measure the impact of the quality of electronic banking services in its dimensions (ease of use, time saving, confidentiality, and security) on customer satisfaction in the Bank of Agriculture and Rural Development in the state of Ain Temouchent. To achieve the objectives of this study, the descriptive analytical approach was used, through the questionnaire as a main tool for collecting... The data was then processed using the Statistical Packages for Science and Social Sciences (SPSS) program. The results of the statistical analysis showed that the quality level of electronic banking services at the Bank of Agriculture and Rural Development B.A.D.R in general was high. There is a statistically significant effect of the quality of electronic banking services (ease of use, saving time, confidentiality, security) on customer satisfaction in the Bank of Agriculture and Rural Development B.A.D.R. There is also a statistically significant effect of the dimensions of the quality of electronic banking services (ease of use, saving time, Confidentiality and security) individually affect customer satisfaction in the Bank of Agriculture and Rural Development B.A.D.R. The study recommended the need for the Bank of Agriculture and Rural Development B.A.D.R to maintain the high level of quality dimensions of electronic banking services and monitor them periodically. Moreover, more studies must be conducted on the quality of electronic banking services by introducing other dimensions that were not addressed in this study.