دراسات اقتصادية
Volume 12, Numéro 1, Pages 429-448
2025-06-01
The Impact Of Automated Vs Smart Electronic Payment Tools On Customer Satisfaction And Trust: A Case Study Of Cnep Bank In Sidi Bel Abbes
Authors : Ghezal Meriem . Benchouat Soumia .
Abstract
This study investigates the impact of automated versus smart electronic payment tools on customer satisfaction and trust at the National Savings and Provident Fund (CNEP) in Sidi Bel Abbes, Algeria. It distinguishes between automated services such as ATMs and banking cards, and smart services such as online and mobile banking. Using a quantitative approach, data were collected from a sample of 67 customers via a structured questionnaire and analyzed through SPSS software. The findings reveal that ATM and card services have a statistically significant positive effect on customer satisfaction and trust, whereas smart services show a weaker and statistically non-significant impact. The study also highlights challenges related to technological infrastructure, legal frameworks, and limited-service adoption. These results underscore the need for integrated efforts to enhance electronic payment systems and promote financial inclusion in Algeria.
Keywords
Electronic Payment, Banking Cards, Financial Systems, National Fund for Savings and Reserve
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