أثر تبني خدمات الدفع الإلكتروني على جودة الخدمات المالية

Abstract

This study aimed to identify the impact of adopting electronic payment services on the quality of financial services at Algeria Post – Mila Agency, by highlighting the role of these services in improving the speed of financial transactions, facilitating their use, and enhancing security, which contributes to improving the quality of services provided to customers. To achieve the objectives of the study, the descriptive-analytical approach was adopted, and a questionnaire was used as the main tool for data collection from a sample of 342 customers of Algeria Post – Mila Agency. The collected data were analyzed using appropriate statistical methods. The study reached the following findings: there is a positive and statistically significant impact of adopting electronic payment services on improving the quality of financial services. The results also revealed a strong positive correlation between the use of electronic payment methods and the quality of financial services. Furthermore, electronic payment services contribute to accelerating financial transactions, facilitating procedures, improving service performance, enhancing customer satisfaction, and increasing the efficiency of the services provided.