The impact of digital technology on customers of banking services: The case of BEA Oran

Authors

Keywords:

Banking Digitalization, Consumer Behavior, Digital services, Marketing, BEA

Abstract

The objective of our research was to apprehend the impact of the digitalization of banking services and its impact on consumer behavior. To this end, a questionnaire was administered to BEA bank customers, 102 of whom responded. The main results of our research revealed: firstly, that the majority of customers use these services mainly via ATMs; they generally use online services for the least engaging operations, such as: balance and withdrawal queries; secondly, that despite digitalization, the number of branch visits remains very regular, which explains customers' attachment to their branches and their advisors; and lastly, that customers recognize the advantages of online services in terms of time-saving, mobility, autonomy and simplicity, but the fear of complicated use of these services is a major obstacle to their use.

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Published

2024-10-16

How to Cite

Dinar, A. (2024). The impact of digital technology on customers of banking services: The case of BEA Oran. International Journal of Economic Perspectives, 18(10), 1733–1747. Retrieved from http://ijeponline.org/index.php/journal/article/view/673

Issue

Vol. 18 No. 10 (2024)

Section

Peer Review Articles
Copyright & Licensing

Copyright (c) 2024 Amel Dinar

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