الشمول المالي و دوره في تحسين جودة الخدمة البنكية

Abstract

The study conducted on the Banque Extérieure d'Algérie (BEA) aims to analyze the impact of financial inclusion on the quality of banking services. The main objective is to explore how financial inclusion systems are implemented within the bank's administrative structure and to understand the relationship between financial inclusion and service quality. The findings indicate that BEA may face challenges in effectively applying financial inclusion strategies, leading to a lack of improvement in the quality of services provided to customers. The study highlights the importance of focusing on and investing in the enhancement of these strategies to boost performance and achieve excellence within the bank.