Digital Transformation as a Tool to Improve the Quality of Banking Services in Algeria – the Local Development Bank (BDL) as a Model

Abstract

This study aims to highlight the role of digital transformation in improving the quality of banking services by shedding light on the various steps and procedures adopted by banks to develop the services provided to their customers. This is in line with the integration of modern technology into the service delivery process and keeping pace with the rapid developments witnessed in the banking sector, which have become an inevitable necessity. The study is further supported by addressing the experience of the Local Development Bank (BDL) with regard to the electronic and digital services it provides, as a public Algerian bank that plays a pivotal role in supporting the national banking system.

Accordingly, the descriptive–analytical approach was adopted by analyzing the situation of the bank under study through presenting the various procedures and steps it follows in order to improve the quality of the services provided, and by seeking to assess the extent to which digital transformation contributes to achieving this improvement. The results of the analysis showed that, despite the efforts made by the bank in this field, there remains a set of challenges that need to be addressed in order to fully achieve the desired objectives.