BEA تقييم جودة الخدمات البنكية باستعمال أدوات الذكاء الإصطناعي- دراسة حالة بنك خارجي جزائري

Abstract

We conclude that banking servies represnt a major role in the banking sector.And the itroduction of the concept of quality on it leads to the improvement And development of the products of this sector and hence this study aims to identify the total quality management, banking discrimination, and the relationship between quality and artificial intelligence. In our study, we relied on one of its tools, which is the fuzzy logic to ensure the validity of the data and the computational variables. In this regard, we relied on the External Bank of Algeria in analyzing and evaluating the quality, as we used the questionnaire directed to the bank's customers at random, and it consisted of 50 samples. The study reached several results, the most important of which are: that the banks are working to consolidate the relationship between them and the customer by providing services in a correct, accurate and appropriate manner to the reputation and position of the bank.