جودة الخدمات المصرفية و علاقتها برضا الزبون : دراسة حالة الصندوق الوطني للتوفير و الاحتياط عين تموشنت

Abstract

Quality of the banking services among the modern introduction to administration due its effect on the satisfaction of clients became dependent on the quality of the offered banking services. Through our study of this subject, which we divided into theoretical and practical parts, we underlined in the first part notions and aspects of the quality of banking service and the satisfaction of clients, we realized that continuous amelioration of aspects leads to the satisfaction of the clients. In the practical part of the study, we tried to calculate the effect of Part quality aspects of the banking service on the satisfaction of the clients in some bank branches of ain temouchent which were subject to study. We used the information of questionnaire that reflects views of sample of clients composed of 30 clients of the banking branches subject to study. This information were treated by the (spssv25) software, as well the use of statistical analysis tools. We realized that the banking branches subject to the study focused on the applying aspects of quality while offering their services, the fact that enable them to satisfy their clients.