اثر جودة الخدمات الالكترونية على رضا الزبون دراسة حالة على مستوى البنك الخارجي الجزائري لولاية عين تموشنت

Abstract

This study aims to identify the impact of e-service quality on customer satisfaction. The study was applied to the Algerian Foreign Bank - Ain Temouchent Agency as a field study model. A questionnaire was developed and distributed to a random sample of the agency's customers. SPSS was used to analyze the data and test the study's hypotheses. The study found a statistically significant positive relationship between some dimensions of e-service quality, including security and privacy, customer service, and website efficiency, and customer satisfaction. Other dimensions, such as reliability and trustworthiness, responsiveness, and website design, did not show any statistical significance on customer satisfaction levels. Based on these results, a set of recommendations were proposed to enhance customer satisfaction by improving the credibility of e-services, providing a high degree of trust, and ensuring that services are provided at the same level of quality every time.