Modeling the Relationship between E-Service Quality and Customer Satisfaction: An Empirical Study of Al Salam Algeria Bank

Maroua     Djouad; Lilia    Boukabara; Rania     Bennedjai

doi:10.34118/jskp.v5i02.4444

Maroua Djouad https://orcid.org/0009-0006-2045-3439
Lilia Boukabara https://orcid.org/0009-0002-2571-3368
Rania Bennedjai https://orcid.org/0009-0008-8234-5235

DOI: https://doi.org/10.34118/jskp.v5i02.4444

Keywords: Electronic Service Quality; Customer Satisfaction; Financial Technology (FinTech); Electronic Banking; Customer Expectations;

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.

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