تقييم جودة الخدمات المصرفية التقليدية والرقمية في البنوك التجارية الجزائرية

Abstract

This study aimed to evaluate the quality of traditional and digital banking services quality in Algerian commercial banks through a case study of CPA Bank, and to identify the relationship between the quality of these services and the overall evaluation of banking services from the customers’ perspectives. The study adopted the descriptive analytical method and used a questionnaire as the main tool for data collection from a random sample of 120 bank customers. The data were analyzed using SPSS V27 through several statistical methods, including Pearson correlation coefficient, T-test, and One-Way ANOVA. The study found a strong positive statistically significant relationship between the quality of traditional and digital banking services and the overall evaluation of banking services. The results also revealed statistically significant differences in customers’ evaluations according to age, marital status, and educational level, while no significant differences were found according to the other demographic variables. The study recommended improving digital banking services, strengthening security and privacy measures, and enhancing customer service and interaction in order to increase customer satisfaction and improve the quality of banking services.