تقييم جودة الخدمات المصرفية الإلكترونية وأثرها على رضا وولاء الزبائن

Abstract

The aim of this study is to identify the impact of e-banking services on the satisfaction and loyalty of the customers of the Bank of Agriculture and Rural Development (BADR) for the mandate of Meila. The study dealt with two aspects of theoretical and applied aspects. This study included determining the relationship between the variables of the study. The independent variable represents the quality of e- Ease of use, time saving, security, confidentiality), the dependent variable of customer satisfaction and loyalty. The study population consists of the customers of the Bank of Agriculture and Rural Development - MILLA - To achieve the objectives of the study we developed the questionnaire (the questionnaire), which was 70 form valid for analysis, where data was collected and analyzed and tested hypotheses using the program Spss. The study found that the quality of e-banking services has an impact on customer satisfaction and loyalty.