تأثير إدارة معرفة العميل في تحسين جودة الخدمات المصرفية في البنوك العمومية بولاية ميلة

الملخص EN

The objective of this study is to analyze the impact of customer knowledge management on improving the quality of banking services in public banks in Mila.

To this end, the meta-analysis approach and the questionnaire were used as the main tool.

It was distributed to bank employees as internal customers, with a sample of 48, which were subjected to statistical analysis using the spss program.

Through this study, it was found that the banks in question apply customer knowledge management and seek to achieve the quality of banking services.

However, customer knowledge management does not affect the improvement of the quality of banking services in the banks in question.

Through its results, a number of recommendations were made, the most important of which is the endeavor to integrate customer knowledge into the improvement and development of banking services, which in turn contributes to the achievement of quality.