دور جودة الخدمات المصرفية الإلكترونية في تحقيق ولاء العملاء : دراسة حالة البنك الوطني الجزائري

الملخص EN

Our research paper aimed to show the nature of the correlation and impact between the quality of electronic banking services provided by (BNA) and customer loyalty, relying on the questionnaire as a tool for data collection as it was distributed electronically and 229 questionnaires were received, to process the results, we relied on the SPSS v 20 program.

the study found a correlation between the dimensions of the quality of electronic banking services and customer loyalty, as well as a significant statistically significant effect at the level of significance α ≤ 0.05 for the dimensions of the quality of electronic banking services on the loyalty.