دور الإبتكار المالي في تعزيز رضا العملا ء

Abstract

This study aimed to shed light on the role of financial innovation in enhancing customer satisfaction at the People's Credit Bank of Algeria (CPA) ، Mila branch. The study addressed the conceptual framework of both the independent variable "financial innovation" and the dependent variable "customer satisfaction،" while clarifying the nature of the relationship between them. To achieve the research objectives، the descriptive approach was adopted to review the theoretical literature related to financial innovation and customer satisfaction، alongside the analytical approach in examining field data through a questionnaire as the primary tool for collecting primary information from a study sample of 55 valid respondents for data analysis. The study sample was selected based on precise methodological criteria to ensure representative coverage of the opinions and expectations of the bank's customers.The study concluded with a set of findings، most notably that financial innovation had a statistically significant effect on customer satisfaction، manifested through two core dimensions: innovation in electronic services and innovation in payment methods. In contrast، the remaining dimensions. namely innovation in digital channels and innovation in infrastructure did not demonstrate a statistically significant effect. The study ultimately arrived at a set of recommendations، the most important of which is the necessity of making financial innovation the fundamental pillar upon which banks operate.