أثر جودة الخدمة البنكية على رضا الزبون في ظل جائحة كورونا : دراسة استطلاعية لدى زبائن البنوك الجزائرية

الملخص EN

This study aims to identify the extent of the impact of service quality on client satisfaction in Algerian banks.

in order to achieve this objective, we made a field study at some banks, where we witnessed the reality of the banking service quality and client satisfaction in these banks, as well as studying the relationship between them through a questionnaire that was distributed to a sample of the clients.

the reached results have shown the average level of service quality provided in these banks and the average level of satisfaction of their clients, the results also indicated the existence of a relatively strong and significant relationship between dimensions of service quality and client satisfaction.

however, the results also indicated that this effect is limited only to reliability, responsiveness, safety, empathy and transparency, while there was almost no significant effect for tangibility on the client satisfaction.