دور الصيرفة الإلكترونية في تحسين جودة الخدمة المصرفية

Abstract

The study aimed to identify the role of electronic banking in improving the quality of banking services. To achieve its objectives, both the descriptive and analytical approaches were employed. A questionnaire was designed and distributed to a random sample drawn from the study population, consisting of customers of the BADR Bank (Bank of Agriculture and Rural Development), Ain Oulmene Branch. A total of 50 questionnaires were distributed, of which 35 valid responses were retrieved and analyzed, representing a response rate of 70%. The Statistical Package for the Social Sciences (SPSS, Version 26) was used to examine the relationships among the study variables. The findings revealed a statistically significant effect of electronic banking on improving the quality of banking services. The study also found that the dimensions of electronic banking—namely ease of use, availability, speed, and efficiency—contribute positively to enhancing service quality. Furthermore, no statistically significant differences were found among the respondents’ opinions regarding the role of electronic banking in improving banking service quality that could be attributed to their demographic characteristics.