L’impact de la gouvernance des systèmes d’information bancaires sur la satisfaction client Etude de cas : Les Banques Algériennes

Abstract

This study focuses on the impact of banking information systems governance (BISG) on customer satisfaction within the Algerian banking sector. Its objective is to analyze the extent to which governance principles influence customers' perceptions of the quality of services provided. To achieve this, a descriptive and quantitative approach was adopted, based on a questionnaire administered to a sample of 83 clients from various banks in Algeria. The data were analyzed using SPSS software (version 25). The results reveal a significant influence of information systems governance on customer satisfaction, particularly through key dimensions such as fairness, transparency, and technology integration, which enhance both transactional and relational satisfaction