Digital transformation and its role in improving the quality of banking service | ASJP

مجلة العلوم الإقتصادية
Volume 20, Numéro 1, Pages 231-247
2025-03-31

Digital Transformation And Its Role In Improving The Quality Of Banking Service

Authors : Hadji Cheikh . Yahia Cherif Belaid . Abed Abdelkrim Gherici .

Abstract

This paper examines the awareness of banks operating in Algeria of digital transformation and how this affects the quality of their services. To achieve this goal, NRI has been adopted for digital transformation determinants and quality dimensions of banking service for search tool design, a questionnaire that includes to sections. A questionnaire comprising two sections was prepared and distributed to a sample of 300 banking branches from a total of 1330, which represents the entire population of banks and agencies in Algeria. The study concluded that there was a close relationship between Algerian banks' ownership of digital transformation indicators and improving the quality of their banking services, albeit to varying degrees.

Keywords

Digital Transformation ; Quality of banking services ; Improve service quality

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