دراسة إحصائية لأثر الإدارة الإلكترونية في تحسين المعاملات البنكية التجارية في ولاية أم البواقي : دراسة استطلاعية لعينة من موظفي البنوك التجارية (BNA, CNEP, BADR)‎ خلال 2014-2015

Abstract EN

The paper tackles e-management and its impact on the quality of banks operations and transactions since one of the main strategies of the banks is achieving customer satisfaction, given the fierce economic competition that exists among similar institutions.

Thus, Customer Satisfaction is a priority to banks.

Moreover, The study sheds the light on the mechanism of adopting e-management in addition to its important elements such as computers and their equipment, software, communication networks, and knowledge-makers.

Furthermore, concepts such as e- banking transactions, and the various dimensions of quality of non-electronic services are tackled in the study.

The study analyzes the reality of e-management and its impact on the e-banking agencies at Oum El Bouaghi District using a questionnaire that was distributed to a sample of 50 employees who work in commercial banks.

The Survey evaluates the degree of adopting e-management at the banks and how it impacts the bank transactions and operations which are provided to the customers.

The Study uses SPSS to analyze the data and statistical analysis tools.

The study results find that the quality of banking services and operations are improved due to e-management, analyzing the answers provided by the employees concerning the three-dimensions of electronic management.