رقمنة القطاع المصرفي في الجزائر لبلوغ خدمات ذات جودة عالية بنك الجزائر الخارجي

Abstract

This dissertation aimed to highlight the role of digitizing the banking sector in improving the quality of financial services in Algeria, with a case study applied to the foreing Bank of Algeria (BEA), Ain Témouchent 072 branch. The descriptive-analytical approach was utilized to establish the theoretical concepts, alongside the statistical-analytical method to process the data from a questionnaire distributed to a sample of the bank's clients and employees to assess the impact of digital dimensions. In this study, we concluded that the adoption of digital technologies and e-banking services contributes positively and directly to enhancing service quality and achieving customer satisfaction by saving time and effort, despite the existence of some technical and organizational challenges. The study recommends the necessity of continuously developing the digital infrastructure and strengthening cybersecurity and privacy to build digital trust among financial consumers and enhance banking competitiveness.