أثر جودة مقدم الخدمة على رضا الزبون : دراسة إمبريقية لزبائن البنك الخارجي الجزائري

الملخص EN

The purpose of this paper is to study the relationship between the perceived quality of a service and the customer satisfaction by integrating the variables of the attitudes and the expectations of the customer.

Thus, after a short review of the literature, we will present the results of an empirical study conducted with a sample of 100 customers of the Algerian Foreign Bank of Tlemcen city.

The measurement scales from this study are empirically evaluated and compared on the basis of their reliability, and factor structure using the structural equations Modelling, using Statistica.8.0.

The results of this research suggest that perceived services quality are positively influenced by customers expectations and attitudes, and that customer satisfaction is positively influenced by customers attitudes and expectations