Browsing by Author "BOUZELAK, Oussama Abderrahmane"

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    Enhancing Customer Experience through the Development of Banking Applications Case Study: BNP Paribas El Djazaïr
    (Ecole des Hautes Etudes commerciales, 2025-06) BOUZELAK, Oussama Abderrahmane; BOUYOUCEF, Djamila (Directeur de thése)
    This study examines the key factors that enhance customer experience (CX) in mobile banking, focusing on the Connexis Cash application by BNP Paribas El Djazaïr. It assesses how the relevance of features and overall user experience impact customer satisfaction and loyalty in a B2B context. Based on survey data, the findings highlight that secure, user friendly, and functionally relevant applications are essential for driving satisfaction, encouraging continued use, and strengthening long-term customer relationships in an increasingly digital banking environment.