The Role of Banking Service Quality in Achieving Customers’ Satisfaction: Evidence from the Banks Located in Algeria
| المصدر: | مجلة الباحث الإقتصادي |
|---|---|
| الناشر: | جامعة 20 اوت 1955 سكيكدة |
| المؤلف الرئيسي: | Lachache, Abdelhalim (Author) |
| مؤلفين آخرين: | Abdelhafid, Houssam eddine (Co-Author) |
| المجلد/العدد: | مج7, ع11 |
| محكمة: | نعم |
| الدولة: |
الجزائر |
| التاريخ الميلادي: |
2019
|
| الشهر: | يونيو |
| الصفحات: | 196 - 212 |
| DOI: |
10.35391/1894-007-011-012 |
| ISSN: |
1748 - 2335 |
| رقم MD: | 1006957 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Service Quality Banking | Responsiveness | Empathy | Assurance | Customer Satisfaction
|
| رابط المحتوى: |
عدد مرات التحميل
17
| المستخلص: |
This study aims to investigate the role of banking service quality on the satisfaction of costumers. Therefore, as we know the customer is the most important and dynamic element in the banks. We examine three dimensions of banking service quality, namely responsiveness, empathy and assurance. We test our hypotheses based on a questionnaire replied by 119 customers of 5 banks located in Algeria. We found that tierce responsiveness, empathy and safety exert a positive effect on the satisfaction of customers. Our results have implications on the literature of service quality. Cette étude examine l’effet de la qualité du service bancaire sur la satisfaction des clients. Par conséquent, comme nous le savons, le client est l’élément le plus important et le plus dynamique des banques. Nous examinons trois dimensions de la qualité du service bancaire: réactivité, empathie et assurance. Nous testons nos hypothèses sur la base d’un questionnaire auquel 119 clients de 5 banques situées en Algérie ont répondu. Nous constatons que la réactivité, l’empathie et la sécurité des tiers exercent un effet positif sur la satisfaction des clients. Nos résultats ont des implications sur la littérature de la qualité de service. |
|---|---|
| ISSN: |
1748 - 2335 |
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