تحليل جودة خدمات القطاع البنكي في الجزائر: دراسة مقارنة بين القطاعين العام والخاص

الملخص EN

This paper aims to compare the quality of banking service from the point of view of customers between public and private banks, using "servperf" scale, and try to find out which one provides better quality services.

The questionnaire was relied upon as a tool for data collection, and the spss software for statistical analysis.

The most important result is that private banks provide better quality services compared to public banks, according to the opinion of customers in the two studied samples, where there was general impartiality in evaluating the level of quality of banking service according to the view of public banks customers, and satisfaction with the quality of service provided by private banks according to the surveyed customers in this sector.