قياس رضا زبائن البنوك التجارية الجزائرية لجودة الخدمة المصرفية المقدمة : دراسة ميدانية CPA, BNA, BBA

الملخص EN

The study aimed to know the impact of the services quality provided by Algerian commercial banks on their customers' satisfaction.

Field study method was conducted in each of the "National Bank of Algeria, the Algerian Popular Loan, and the Algerian Baraka Bank"A questionnaire was distributed on sample of banks' clients (313) in the state of Ghardaia.

The most essential results were the dimension of empathy that has great importance in achieving customer satisfaction compared to other dimensions, then it is followed by reliability, tangibility, security, and the last dimension is the response, which means that the nature of the immediate response to the needs of customers and the handling of their complaints at the level of the banks under study as not as the customers' perceived, and this negatively affects the quality of the banking services provided.