Is a credit institution that does not have a physical bank branch. Customers open and manage their account by logging into the bank's website or mobile application.
Published in Chapter:
Quality and Online Banking Case Study: “We Bank” Attijari Bank in Tunisia
Aida Allaya (University of Tunis, Carthage, Tunisia) and Bouthaina Allal (University of Tunis, Carthage, Tunisia)
Copyright: © 2021
|Pages: 17
DOI: 10.4018/978-1-7998-7110-1.ch010
Abstract
The aim of this chapter is to study the online banking quality and its impact on the satisfaction and loyalty of the consumers. To reveal the quality's importance, the authors studied the Attijari Bank online services, namely Webank. The results of this chapter demonstrate that this bank respects all the quality norms and criteria: reliability, responsiveness, competence, courtesy, credibility, access, communication, understanding the customer, collaboration, continuous enrollment, content, accuracy, ease of use, timeliness, aesthetics, security, and diverse features that led to its success.