أثر معالجة شكاوي العملاء في البنوك التجارية على رضا الزبون : دراسة حالة : بنك التنمية المحلية وكالة الجلفة

الملخص EN

The objective of this study was to determine the extent to which the Customer Complaints handling on customer satisfaction in banks, the level of the state of Djelfa.

In order to achieve this objective, a questionnaire was distributed to a sample of 185 in BDL clients of Djelfa.

Data using a number of statistical methods in the program of Spss V21.

the results of the analysis showed that There was an average effect of customer complaints handling on customer satisfaction.