Browsing by Author "CHAFAA, Ishrak"

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    Modernizing the Banking Sector through Service Digitalization Case study : SOCIETE GENERALE ALGERIE
    (Ecole des Hautes Etudes commerciales, 2025-06) CHAFAA, Ishrak; SETTI, Zakia (Directeur de thése)
    The Impact of Digitalization on Customer Satisfaction and Performance in the Algerian Banking Sector: Case Study of Société Générale Algérie This thesis examines how the digital transformation of banking services affects customer satisfaction and operational performance at Société Générale Algérie. Using a mixed methods approach, the research analyzes survey data from over 100 digital service users, combining statistical analysis with qualitative feedback. Results show that digitalization has greatly improved accessibility, transaction speed, and overall convenience, with more than 80% of respondents reporting increased satisfaction and loyalty. Cost savings and resource optimization are also significant outcomes, as automation reduces operational expenses and branch visits. However, challenges remain in technical support and real-time assistance, especially for less digitally literate users. The study concludes that continuous innovation, user-centric design, and investment in both technology and human support are essential for sustaining digital transformation benefits in Algerian banking.