The Impact of Banking Service Digitization on Customer Satisfaction and Loyalty in Commercial Banks: The Case of Banque Nationale D’algérie (Bna)

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Digitization has a significant positive effect on customer satisfaction at BNA.
The analysis revealed a strong correlation between digitized services and customer loyalty.
The methodology involved a descriptive-analytical approach with a sample of 88 BNA customers.
Strengthening cyber security and service quality could further enhance customer loyalty.

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Descriptive analysis shows digitization enhances customer satisfaction and loyalty at BNA, suggesting improved services and security.

Ogenyi Omar (2024) studied this question.

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