مجلة العلوم وافاق المعارف
Volume 5, Numéro 2, Pages 263-280
2025-12-27

Modeling The Relationship Between E-service Quality And Customer Satisfaction: An Empirical Study Of Al Salam Algeria Bank



Authors : Djouad Maroua . Boukabara Lilia . Bennedjai Rania .

Abstract

The domain of financial technology has witnessed a significant evolution towards digitization, propelled by groundbreaking advancements in information and communications technology. Financial entities have transitioned from conventional operational frameworks to embrace digital innovations extensively. This research delves into the ramifications of electronic service quality on customer satisfaction at Bank El Salam in Algeria. Employing a methodological approach, the study distributed questionnaires to a sample of 60 clients and analyzed the data utilizing SPSS software version 22. The findings reveal that electronic service quality exerts a substantial and statistically significant impact on customer satisfaction, which is predicated upon three pivotal determinants: customer expectations, perceived performance, and the extent of promise fulfillment at Bank El Salam Algeria.

Keywords

Customer satisfaction ; Electronic service ; Electronic service quality ; Bank El Salam Algeria

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