La satisfaction client et implications de la qualité des services du E-Banking en Algérie

Abstract

The objective of the study is to examine the relationship between the dimensions of the quality of E-Banking services (efficiency, reliability, responsiveness, website design, security and confidentiality) and customer satisfaction to determine which dimension can potentially have the strongest influence on customer satisfaction. The data was collected using a questionnaire that was distributed to customers of banks in the Algerian banking sector. In order to test the hypotheses of the study, we adopted structural equation modelling (SEM) with the PLS (Partial Least Square) approach. The results showed that (efficiency, reliability, responsiveness, security and confidentiality) all have a significant effect on customer satisfaction, and that reliability is the dimension that has the strongest impact. On the other hand, the dimension (website design) does not have a significant effect on customer satisfaction. E-Banking has become one of the essential banking services nowadays, its proper implementation and improving its quality can increase customer satisfaction and give banks a competitive advantage.