مساهمة التحول الرقمي في تحسين جودة الخدمات البنكية: دراسة تطبيقية لعينة من البنوك على مستوى ولاية -تيارت- الجزائر

الملخص EN

This study aimed to highlight the role of digital transformation in enhancing the quality of banking services for a group of public and private institutions in the banking sector in the state of Tiaret.

It also sought to shed light on the importance of utilizing digital technologies in implementing digital transformation strategies to improve the customer experience and meet their new expectations, including activating digital customer service and digitizing banking processes.

To achieve the study's objectives, a questionnaire was designed and distributed to employees in the banking institutions included in the study, and the results were analyzed using the SPSS 22 statistical analysis program.

The results of the study clearly showed that digital transformation plays a fundamental and effective role in improving the quality of banking services, enhancing their competitiveness, and positioning them in the banking services market.

The statistical analysis revealed a clear impact of implementing digital transformation on the quality of banking services, indicating a statistically significant positive relationship between digital transformation and the quality of banking services.

This underscores the importance of using digital technology to enhance and elevate the level of banking services provided to customers.

It is evident that the customer experience is closely linked to digital technologies, as the implementation of digital transformation can contribute to improving customer experience and increasing their satisfactionJel Classification Codes: