دور تطبيقات الادارة الالكترونية في تحسين جودة الخدمات المصرفية - دراسة عينة من البنوك الجزائرية

Abstract

This study aims to highlight the role of electronic management applications with its dimensions (computer hardware, software, networks and knowledge makers) in improving the quality of banking services with its dimensions (responsiveness, reliability, security, tangibility, and empathy), And this is from the point of view of both the service provider and the beneficiary, the study included a sample of Algerian banks active in the province of Chlef, to achieve the objectives of the study two questionnaires were distributed, one directed to 231 employees, and the other directed to 563 customers. Where we used SPSS V.24 to analyze the data, the stability of the scale used in the two samples respectively was as follows: 0.95 and 0.92, and our study reached a set of results, the most important of which are the following: • For the sample of employees : there is a statistically significant effect of all separate dimensions of electronic management in improving the quality of banking services, while there is a statistically significant effect of all combined dimensions of electronic management except for the network dimension in improving the quality of banking services in the Algerian banks studied; • For the sample of customers: there is a statistically significant effect of all dimensions of electronic management combined and separate in improving the quality of banking services in the Algerian banks under study; • Results of the gap between the answers of the two study samples: The results showed that there are no statistically significant differences at (α≤5%) level for the opinions of the two samples of the study towards the variable of electronic management attributed to the nature of the respondent (customer/employee), while there are statistically significant differences in the responses of the two study samples towards the variable of the quality of banking services attributed to the nature of the respondent (customer/employee), as these differences come from the responses of employees.