تأثير جودة الخدمات المصرفية على رضا العملاء-دراسة حالة البنك الوطني الجزائري لولاية عين تموشنت

Abstract

The study that we discussed aimed to identify the impact of the quality of banking service, which is represented in five dimensions (dependability, tangibility, response, safety and sympathy) on the satisfaction of the clients of the Algerian National Bank of Ain Temouchent Agency, so that the study population consisted of the clients of the National Bank of Algeria to the Agency. Ain Temouchent-728-, and the questionnaire was used as a means of obtaining data, where a questionnaire consisting of 27 phrases was designed, and in light of this the data were collected and analyzed using the statistical program SPSS version 20, and the study sample consisted of 90 clients of the bank. The study concluded that there is a positive impact of the dimensions of the quality of the banking service provided (reliability, tangibility, response, safety, empathy) on customer satisfaction, and it became clear that the dimension of tangibility is the most influential dimension on customer satisfaction, and the study concluded that there are no statistically significant variables for the variables Definition (age, educational level, profession, years of dealing with the bank). Based on the results of the study, it was concluded that the banking agency under study is keen to apply the dimensions of quality when providing its banking services, which made it enjoy the satisfaction of its customers as it presented several suggestions in order to enhance the strengths and improve the weaknesses in other dimensions.