الخدمات المصرفية الالكترونية و أثرها في تحسين جودة الخدمات المصرفية -دراسة تطبيقية لأراء عينة من الزبائن و الإداريين العاملين بالمصارف التجارية العاملة في مدينة البليدة

Abstract

This study aimed to determine the extent of the impact of electronic banking in improving the quality of banking services, with different sizes, also aimed to determine the extent of the application of the electronic banking service in the banks of study, and the study was conducted by the distribution of two questionnaires, one for administrators and one for clients, where the sample consisted of the study of 79 administrators and 223 clients. The study found that banks in the study, apply some electronic banking services, but to varying degrees from bank to bank, and has not yet reached the necessary level in this field, and application of these services electronic banking has a very positive effect in improving the quality of banking services viewpoints of customers and administrators. Through our research, we have made some recommendations, we considered important, such as the need to develop the infrastructure of banks, pay more attention to electronic banking service, the quality of banking services, and adopt long-term strategies to target international markets ... etc, with the aim of developing banking services offered to put the rhythms of the enormous development in the field of electronic banking services in particular and service banking in general.