نمذجة أثر جودة الخدمات البنكية الإلكترونية على رضا العميل : حالة البنوك الجزائرية

Abstract EN

Through this research paper, we tried to target the issue of the electronic banking services quality and their impact on the satisfaction of Algerian bank customers, relying on a sample of 288 clients, and in order to solve the problem of the study, we relied on the structural equations modeling method using the AMOS program.

As for the results of the research, it was found that the indicators of quality and conformity with the study model are acceptable, and the path coefficients in the measurement model as well as the structural model showed that the dimensions of electronic service quality contribute a lot to improving customer satisfaction.

And about the effect of the quality of electronic banking services on customer's satisfaction, it was clear through the value of the path coefficient that the relationship is significant at 1%, and that the effect is positive and strong.