Customer Relationship Management and the Quality of Banking Services: Case Study on Algerian Banking Sector
| المصدر: | مجلة اقتصاديات الأعمال والتجارة |
|---|---|
| الناشر: | جامعة محمد بوضياف المسيلة - كلية العلوم الاقتصادية والتجارية وعلوم التسيير |
| المؤلف الرئيسي: | Boussalem, Abou-Bakr (Author) |
| المجلد/العدد: | مج7, ع1 |
| محكمة: | نعم |
| الدولة: |
الجزائر |
| التاريخ الميلادي: |
2022
|
| الشهر: | مارس |
| الصفحات: | 731 - 744 |
| ISSN: |
2543-3709 |
| رقم MD: | 1273574 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Customer Relationship Management | Customer | Service Quality | Algerian Banking Sector
|
| رابط المحتوى: |
الناشر لهذه المادة لم يسمح بإتاحتها. |
| المستخلص: |
The objective of this paper was to see if there was a link between customer relationship management and service quality in Algerian banking sector. The one conducted a survey questionnaire to collect data from 150 respondents at the level of several Algerian Banks, using the SPSS program and relying on a descriptive and analytical method. The findings suggested that customer relationship management was given a modest level of priority while improving awareness of service quality in the banking sector of Algerian banks was dominant. In addition, the study discovered a substantial relationship between customer relationship management and service quality. Furthermore, the results revealed that customer relationship management with its dimensions has significant and statistical effects on the service quality of Algerian banking sector. Finally, the study's findings suggested that customer knowledge, customer retention, and customer culture are the most important factors in the quality of Algerian banking services. |
|---|---|
| ISSN: |
2543-3709 |
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