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The Effect of Banking Service Quality on Improving Customer Satisfaction in Banking: Case Study of the Algerian Banking Customer

المصدر: مجلة أبحاث
الناشر: جامعة زيان عاشور الجلفة
المؤلف الرئيسي: Mansouri, Chaima (Author)
مؤلفين آخرين: Hassani, Rekia (Co-Author)
المجلد/العدد: مج6, ع2
محكمة: نعم
الدولة: الجزائر
التاريخ الميلادي: 2021
الصفحات: 999 - 1012
DOI: 10.54528/1549-006-002-068
ISSN: 2170-0834
رقم MD: 1213688
نوع المحتوى: بحوث ومقالات
اللغة: الإنجليزية
قواعد المعلومات: EduSearch, EcoLink, HumanIndex
مواضيع:
كلمات المؤلف المفتاحية:
Quality of Banking Services | Quality Services | Customer Satisfaction in Banking | Customer Satisfaction
رابط المحتوى:
صورة الغلاف QR قانون
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المستخلص: This study aims at testing the impact of the quality of the banking service on improving the bank customer satisfaction of Algerian bank customers. To collect data on the study variables, an online questionnaire was used and distributed to a randomly selected sample of Algerian bank customers. The statistical analysis program (SPSS) was used to analyze data and test the validity of the hypotheses. The results of the study indicate that the quality of banking services has a positive impact on the customer's bank satisfaction. This impact owes to the effect of different dimensions (reliability, responsiveness, empathy); however, the dimensions (tangible aspects and safety) have no effect on the bank customer's satisfaction.

ISSN: 2170-0834