The impact of electronic banking service on improving the quality of services in banks: Case study of public and private agencies in the City of Tlemcen
Keywords:
public and private banks, quality of banking services, electronic bankingAbstract
This study aims to find out the impact of electronic banking services on improving the quality of services in banks through some public and private agencies operating in the city of Tlemcen. The study consists of using a questionnaire directed to a sample of 230 customers of those agencies. The results of the study revealed that the quality of banking service is significantly affected by the level of electronic banking services provided and this according to the various dimensions of quality, and there is a statistically significant impact of the application of electronic banking services in improving the quality of banking services.
Downloads
References
1. Bashir Abbas Al-Alaq, "Electronic Services between Theory and Practice, A Strategic Marketing Approach", Arab Administrative Development Organization, Amman, Jordan, 2004.
2. Ben Ahmed Lakhdar, "Requirements for the development and liberalization of banking services in Algeria, a study of reality and prospects", unpublished doctoral thesis, Faculty of Economic Sciences, Commercial Sciences and Management Sciences, University of Algiers, 2011/2012.
3. Bouafia Rachid, "Electronic Banking and the Algerian Banking System", unpublished master's thesis, Department of Economic Sciences, Faculty of Economic, Commercial and Management Sciences, University of Saheb Dahlab, 2005.
4. Tayseer Al-Ajarma, "Banking Marketing", Dar Hamed for Publishing and Distribution, Amman, first edition, 2005.
5. Thuraya Abdul Rahim Al-Khazraji, Sherine Badri Al-Baroudi, "Knowledge Economy, Theoretical Foundations and Practice in Commercial Banks", Al-Warraq for Publishing and Distribution, First Edition, 2012.
6. Jalal Ayed Al-Shura, "Electronic Payment Methods", Dar Al-Thaqafa, Jordan, 200.
7. Jalid Noureddine "Development of electronic payment methods in the light of electronic commerce, Hilla Algeria 2005-2010", unpublished doctoral thesis, Faculty of Economics and Management Sciences, University of Algiers, 2009/2010.
8. Khababa Abdullah, "Banking Economics, Electronic Banking, Commercial Banks, Monetary Policy", University Youth Foundation, Egypt, 2008.
9. Rashidi Fattah Abdel Fateh, "Comprehensive Banks and the Development of the Egyptian Banking System", (without publishing house), Egypt, 2000.
10. Raad Hassan Al-Sarn, "Globalization of Banking Service Quality", Dar Al-Tawasoul Al-Arabi, Al-Warraq Publishing Establishment, Syria, Amman, 2007
11. Roaa Rashid Saeed Al-Qassim, "The Impact of Regulatory Compliance on Improving the Quality of Banking Service, An Applied Study on a Sample of Jordanian Commercial Banks", Unpublished Master's Note, Business Administration, Middle East University, Jordan, 2011/2012.
12. Tarek Taha, "Banking Management in the Environment of Globalization and the Internet". Dar Al-Fikr University, Egypt, 2003
13. Tarek Abdel Aali, electronic experiments, concepts, experiences, services, technological, financial, marketing and legal dimensions. Galal Printing Company, Egypt, 2003
14. Abdel Fattah Ezz, "Introduction to Descriptive and Inferential Statistics Using SPSS", Khwarizm Scientific Publishing and Distribution, Jeddah 2008.
15. Abdel Moneim Rady, Farah Ezzat, "Economics of Money and Banking", Al-Bayan for Printing and Publishing, Alexandria, 2009, p. 31.
16. Awad Bdeir Al-Haddad, "Marketing of Banking Services", Al-Bayan for Printing and Publishing, Alexandria, 2009, p. 31.
17. Omar Wasfi Atili, Qahtan Al-Abdali, Hamad Al-Ghadeer, Principles of Marketing, An Integrated Approach", Dar Zahran for Publishing and Distribution, Amman, 1994.
18. Farid El-Naggar, "Digital Economy: Internet, Investment Restructuring and Electronic Banking", University House, Egypt, 2007.
19. Mustafa Ibrahim Abdel Nabi, "The Role of Monetary Authorities in Confronting Electronic Banking Risks", Studies and Research, Al-Banki Magazine, No. 32, July 2004.
20. Mounir Mohamed Al-Janbihi and others, "Electronic Banks", Dar Al-Fikr Al-Jamia, Egypt, 2006
21. Mahmoud Ahmed Ibrahim Al-Sharqawi, "The Concept of Electronic Banking and its Most Important Applications", Conference on Banking between Sharia and Law, Volume One, May 2003.
22. Naji Mualla, "The Origins of Banking Marketing", University of Jordan, Jordan, 1994, p. 50.
23. Nazem Mohammed Nouri Al-Shammari, Abdul Fattah Zuhair Al-Abdalat, "Electronic Banking, Tools, Applications and Obstacles to Expansion", Jordan, Dar Wael for Publishing and Distribution, First Class, 2008.
24. Waseem Mohammed Al-Haddad, Shuqairi Nouri Musa, Mahmoud Ibrahim Nour, Saleh Taher Al-Zarqan, Electronic Banking, Dar Al-Masira, Distribution and Printing, Amman, First Edition, 2012
25. Christine Ennew& Nigel Waite ,Financial Service Marketing: An International Guide To Principles And Practice, Boston :Buterworth-Heinemann,2007.
26. Monique Zollinger, Eric Lamarque, Marketing et stratégie de la banque, (Paris: 4 édition, edition Dunod, 2006), p 124.
27. Parasuraman.A ;Zeithaml, V.A, ,And Berry .L ,”Delivering Quality Serive, Balancing Customer Perception And Expectations “ The Free Press, New. Yourk,1990.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 The International tax journal
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
