جودة الحدمات المصرفية الإلكترونية كمدخل لتعزيز رضا الزبون : دراسة حالة بنك السلام الجزائر

Abstract EN

this study aimed to know the quality electronic of banking services including dimensions ( ease of use, security, save of times, privacy).

provided to customers and the level of customer point of view, so that the study sample was a Al Salam Bank- Algeria, and has been distributing questionnaires.

the identification of customers amounted to 61 and has been processed data using SPSS program the study has shown that there is strong relationship statistically significant differences between the quality of electronic banking service and customer satisfaction, and the relative importance of the determinants of quality vary in influencing the Al Salam Bank customer expectation, so that the indicators that affected the customer satisfaction biggest impact is ease of use and security