أثر خصائص المنظمة المتعلمة في تحقيق جودة الخدمات البنكية

Abstract

"The aim of this study is to analyze the impact of learning organization characteristics on banking service quality through a case study of BADR Bank in Algeria. The study investigates the relationship between organizational learning and employee skill development, and how this affects banking performance and service quality. It also examines the influence of demographic variables on these characteristics. Furthermore, it seeks to provide practical recommendations to promote organizational learning practices in banks to improve service quality and customer satisfaction in the face of environmental and technological challenges. The study adopts a descriptive-analytical approach, using a structured questionnaire for data collection and statistical analysis. Results reveal a strong positive influence of learning organization characteristics on banking service quality. The findings also highlight the importance of a supportive organizational environment that encourages collective learning and innovation to boost competitiveness in the Algerian banking sector. Keywords: Learning Organization – Organizational Learning – Service Quality.