عين البيضاءBADR ﺗﻘﻴﻴﻢ ﺟﻮﺩﺓ الخدمات المصرفية ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ في ﻇﻞ ﺟﺎﺋﺤﺔ ﻛﻮﺭﻭﻧﺎ دﺭﺍﺳﺔ ﺣﺎﻟﺔ ﺍﻟﺒﻨﻚ ﺍﻟﻔﻼﺣﺔ ﻭﺍﻟﺘﻨﻤﻴﺔ ﺍﻟﺮﻳﻔﻴﺔ

Abstract

تهدف ﻫﺬﻩ ﺍﻟﺪﺭﺍﺳﺔ ﺇلى ﺗﻘﻴﻴﻢ ﺟﻮﺩﺓ ﺍلخﺪﻣﺎﺕ ﺍلمﺼﺮﻓﻴﺔ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ فيﺍلجﺰﺍﺋﺮ ﺧﻼﻝ ﺟﺎﺋﺤﺔ ﻛﻮﺭﻭﻧﺎ ﻣﻌﺘﻤﺪﻳﻦ في ﺫﻟﻚ ﻋﻠﻰ ﺍلمﻨﻬﺞ ﺍﻟﻮﺻﻔﻲ ﺍﻟﺘﺤﻠﻴﻠﻲ ﺑﺎﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﺩﺭﺍﺳﺔ ﻣﻴﺪﺍﻧﻴﺔ ﻋﻠﻰ ﻋﻴﻨﺔ ﻣﻦ ﻋﻤﻼﺀ ﺑﻨﻚ ﺍﻟﻔﻼﺣﺔ ﻭﺍﻟﺘﻨﻤﻴﺔ ﺍﻟﺮﻳﻔﻴﺔBADRﻋين ﺍﻟﺒﻴﻀﺎﺀ- ﻭﻻﻳﺔ ﺃﻡ ﺍﻟﺒﻮﺍﻗﻲ. ﻭﺑﺎﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ نمﻮﺫﺝ ﻣﻘﻴﺎﺱ ﺍﻷﺩﺍﺀ ﺍﻟﻔﻌﻠﻲ ﻟﻘﻴﺎﺱ ﺟﻮﺩﺓ ﺍلخﺪﻣﺎﺕ ﺍلمﺼﺮﻓﻴﺔ،ﺗﻮﺻﻠﺖﻧﺘﺎﺋﺞ ﺍﻟﺪﺭﺍﺳﺔ ﺇلى ﻭﺟﻮﺩ تحﺴﻦ ﻧﺴبي في في ﺍﻟﻔﺘﺮﺍﺕ ﻣﺎ ﺑﻌﺪ ﺍلجﺎﺋﺤﺔ ﻭﻫﺬﺍ ﻣﺎ ﺑﻴﻨﻪ ﺟﻮﺩﺓ ﺍلخﺪﻣﺔ ﺍلمﺼﺮﻓﻴﺔ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﺑﺎﻋﺘﺒﺎﺭ ﺍﻻﺑﻌﺎﺩ ﺍﻟﺴﻬﻮﻟﺔ، ﺍﻻﺳﺘﺠﺎﺑﺔ ﻭ ﺍﻻﻋﺘﻤﺎﺩﻳﺔ ﺍﺧﺘﺒﺎﺭ ﺍﻟﻔﺮﻭﻗﺎﺕ ﺣﻴﺚ ﻛﺎﻥ ﻻﺯﻣﺔ ﻛﻮﺭﻭﻧﺎ ﺍﺛﺮ ﺍيجﺎبي في ﺍﻋﺘﻤﺎﺩ ﺍﻟﺼيرﻓﺔ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻭﻗﺪ ﺑﻴﻨﺖ ﺍﻟﺪﺭﺍﺳﺔ ﺍﺧﺘﻼﻑ ﺍﻷهمﻴﺔ ﺍﻟﻨﺴﺒﻴﺔ ﺍﻟتي ﻳﻠﻴﻬﺎ ﺍﻟﻌﻤﻴﻞ لجﻮﺩﺓ ﺍلخﺪﻣﺔ ﻣﻦ ﺧﻼﻝ ﻣﻌﺎﻳير ﻗﻴﺎﺱ ﺍلجﻮﺩﺓ ﺍلخﻤﺴﺔ ﺍلمﻌﺘﻤﺪﺓ في ﺍﻟﺪﺭﺍﺳﺔThis study aims to assess the quality of electronic banking services in Algeria during the COVID-19 pandemic, relying on a descriptive-analytical approach based on a field study of a sample of clients of the Bank of Agriculture and Rural Development BADR (BADR) in Ain El Beida, Wilaya of Oum El Bouaghi. Using the Actual Performance Measurement Scale to measure the quality of banking services, the study found a relative improvement in the quality of electronic banking services in terms of ease, responsiveness, and reliability in the post-pandemic periods. This was evident in the t- tests, where the impact of COVID-19 had a positive effect on the adoption of electronic banking. The study also highlighted the relative importance that clients attach to service quality through the five quality measurement criteria adopted in the study..