The impact of electronic banking on the quality of banking services from the customer’s perspective - a case study of the National Bank of Algeria

The study aims to shed light on the impact of electronic banking on the quality of banking services from the customer's point of view for a sample of customers of the National Bank of Algeria for a local agency. We adopted the descriptive analytical approach through a survey study based on a questionnaire distributed to 100 customers who dealt more than once with the bank under study. The data was analyzed, and hypotheses were tested. The study concluded that the customer realizes the positive impact of electronic banking on the quality of banking service. There are also no statistically significant differences at a substantial level (α≤0.05) in the direction of the study sample's opinions towards personal variables, and there is a statistically significant effect of electronic banking on the quality of banking service.