BEAﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻭﺃﺛﺮﻫﺎ في تحسين ﺟﻮﺩﺓ الخدمات المصرفية -ﺩﺭﺍﺳﺔ ﺣﺎﻟﺔ ﺑﻨﻚ الجزائرﺍلخارجي

Abstract

الهدف ﻣﻦ ﻫﺬﻩ ﺍﻟﻮﺭﻗﺔ ﺍﻟﺒﺤﺜﻴﺔ ﻫﻮ ﻣﻌﺮﻓﺔ ﺃﺛﺮ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ في تحسين ﺟﻮﺩﺓ الخدمات المصرفية ﺣﻴﺚ ﺗﻌﺪ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻣﻔﻬﻮﻣﺎ ﺣﺪﻳﺜﺎ ﻳﺴﺘﺨﺪﻡ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ ﺍلحﺪﻳﺜﺔ ﻭﺍﻷﻧﻈﻤﺔ ﺍلمﻌﻠﻮﻣﺎﺗﻴﺔ ﻟﺘﺤﺴين ﺇﺩﺍﺭﺓ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍلمﺼﺮﻓﻴﺔ ﻭﺗﻮﻓيرﺍلخﺪﻣﺎﺕ ﺃﻓﻀﻞ ﻟﻠﻌﻤﻼﺀ، ﻭﻟﺘﺤﻘﻴﻖ ﺃﻫﺪﺍﻑ ﺍﻟﺪﺭﺍﺳﺔ تم ﺍﻋﺘﻤﺎﺩ ﻋﻠﻰ ﺑﺮﻧﺎﻣﺞ ﺍلحﺰﻣﺔ ﺍﻹﺣﺼﺎﺋﻴﺔ ﻭﺫﻟﻚ ﻣﻦ ﺍﺟﻞ ﺍﻟﻜﺸﻒ ﻋﻦ ﺍﻟﻌﻼﻗﺔ ﺑين ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻭﺟﻮﺩﺓ ﺍلخﺪﻣﺎﺕ ﺍلمﺼﺮﻓﻴﺔ،ﻭﺫﻟﻚ ﻣﻦ ﺧﻼﻝ ﺍﺳﺘﺒﻴﺎﻥ تم ﺗﻮﺯﻳﻌﻪ ﻋﻠﻰ مجﻤﻮﻋﺔ ﻣﻦ ﺍلمﺘﻌﺎﻣﻠين ﻟﺒﻨﻚ ﺍلجﺰﺍﺋﺮ ﺍلخﺎﺭﺟﻲBEAﺗﻴﺎﺭﺕ، ﺣﻴﺚ تمتحﻠﻴﻞ ﻫﺬﻩ ﺍﻟﺒﻴﺎﻧﺎﺕ ﻋﻦ ﻃﺮﻳﻖ ﺑﺮﻧﺎﻣﺞSPSS. ﺑﻌﺪ ﺍﻟﺪﺭﺍﺳﺔ ﺍﺳﺘﻨﺘﺠﻨﺎ ﻭﺟﻮﺩ ﻋﻼﻗﺔ ﻃﺮﺩﻳﺔ ﺗﻮﺍﺯﻧﻴﺔ ﺑين ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻭﺟﻮﺩﺓ ﺍلخﺪﻣﺎﺕ ﺍلمﺼﺮﻓﻴﺔ ﺃﻱ ﻫﻨﺎﻙ ﺍﺛﺮ ﺍيجﺎبي ﺫﻭ ﺩﻻﻟﺔ ﺇﺣﺼﺎﺋﻴﺔ ﺑين ﺍﺳﺘﺨﺪﺍﻡ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻭﺟﻮﺯ ﺍلخﺪﻣﺎﺕ ﺍلمﺼﺮﻓﻴﺔ ﻭﻫﺬﺍ ﻣﺎ ﻳﺪﻝ ﻋﻠﻰ ﺃﻧﻪ ﻛﻠﻤﺎ ﺍﺯﺩﺍﺩ ﺍﺳﺘﺨﺪﺍﻡ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ ﺍلحﺪﻳﺜﺔ ﺗﺘﺤﺴﻦ ﺟﻮﺩﺓ ﺍلخﺪﻣﺎﺕ ﺍلمﺼﺮﻓﻴﺔ ﻭﺗﻜﻮﻥ ﻋﺎﻣﻞ ﺟﺬﺏ ﻟﻠﻌﻤﻼﺀ ﻭﺍﻟﺰﺑﺎﺋﻦ ﻣﻊ ﺯﻳﺎﺩﺓ ﺣﺪﺓ ﺍﻟﺘﻨﺎﻓﺴﻴﺔ ﺑين مخﺘﻠﻒ ﺍلمﺆﺳﺴﺎﺕ ﺍﻟﺒﻨﻜﻴﺔ.ﻭﻳﻌﺘبر ﺧﻴﺎﺭﺍ ﺍﺳﺘﺮﺍﺗﻴﺠﻴﺎ ﻟﺘﻄﻮﻳﺮ ﺧﺪﻣﺎت ﻭفي ﻣﻮﺍﺟﻬﺔ مخﺘﻠﻒ ﺍﻟﺘﺤﺪﻳﺎﺕ المحتملة في ﺍﻟﺴﻮﻕ المصرفية The aim of this research paper is to know the impact of electronic management in improving the quality of banking services, as electronic management is a modern concept that uses modern technology and information systems to improve the management of banking operations and provide better services to customers. To achieve the objectives of the study, the statistical package program of banking services, through a questionnaire distributed to a group of customers of the Algerian Foreign Bank BEA Tiaret, where this data was analyzed using the SPSS program. After the study, we concluded that there is a positive, balanced relationship between electronic management and the quality of banking services, that is, there is a positive, statistically significant effect between the use of electronic management and the availability of banking services, and this indicates that the more modern technology is used, the quality of banking services improves and is a factor that attracts clients and customers while increasing the intensity of competition. Among various banking institutions. It is considered a strategic option to develop its services and to confront various potential challenges in the banking marketwas relied upon in order to reveal the relationship. Between electronic management and the qualityﺎ