أثر خبرة الزبون على رضا الزبائن في القطاع البنكي : دراسة ميدانية لبنك سوسيتي جنرال بمدينة سطيف

الملخص EN

The aim of the study is to identify the impact of customer experience on customer satisfaction in the banking sector.

This test was carried out through the design of a questionnaire for customers of societe generale's bank in setif.

The most important result: the customer experiencedimensionsin the Bank (general atmosphere, technology, communications, the processes, social dimension) affected on customer satisfaction, and there are significant differences in customer perception of the customer experience dimensions and satisfaction in this Bank according to the criteria for the duration of the Bank's engagement