تكنولوجيا المعلومات والإتصال وتأثيرها على رضا زبائن المؤسسة المصرفية الجزائرية - دراسة ميدانية لعينة من البنوك التجارية في مدينة ورقلة، الجزائر

Abstract

The aim of this study is to highlight the role of information and communication technology in influencing the satisfaction of banking institution’s customers. Information and communication technology becomes of interest to economic institutions in general and banking institutions in particular, and this due to the increasing level of competition and the growing awareness of the customer and his aspiration for a variety of services that goes with the current economic situation. In this latter the internet has become the main tool used by banks to apply the concept of information and communication technology. The internet is also used to provide banking services and to stay in touch with customers; as a result banks will be able to achieve the highest level of customer satisfaction.