L’impact de la digitalisation sur la qualité perçue des services bancaires Cas de la BNA

Abstract

This research examines the impact of banking digitalization on the perceived quality of services by customers of the National Bank of Algeria (BNA). The study is based on the theoretical models E-S-QUAL (measuring digitalization through efficiency, system availability, fulfillment, and privacy) and SERVQUAL (measuring perceived quality through reliability, responsiveness, assurance, empathy, and tangibility). A quantitative approach was adopted, with a questionnaire administered to 118 BNA customers. The results, analyzed using SPSS software, show that digitalization has a positive and significant impact on perceived quality (R² = 0.711). Fulfillment is the most influential dimension. The impact on empathy, although positive, remains more moderate than on the other dimensions, highlighting the importance of maintaining human interaction for complex operations. The study recommends that BNA strengthen the reliability, responsiveness, and security of its digital services