أثر نظام المعلومات على تحسين جودة الخدمات البنكية : دراسة ميدانية في البنوك الجزائرية

الملخص EN

This study aimed at identifying the effect of information system on improving the quality of the Algerian banking services.

And to achieve the study objectives, two questionnaires were developed and distributed on the level of each of the managers of these banks, as well as their customers, with respect to a sample of managers, a list of survey designed has brought to them to measure the dimensions of information systems, and the sample of bank's clients has brought to them an other list of survey designed to measure the quality of banking service dimensions, (72) questionnaires were returned and analyzed.

Validity and reliability of the two questionnaires were computed.

The results of the study refer to significant statistical effect of information system (technical requirements, human requirements) on improving the quality of services in banks sample study.

The study also shows that there was no significant statistical effect of information system (material and financial requirements, administrative requirements) on improving the quality of services in banks sample study.

In the light of the findings some recommendations are given