جودة الخدمة المصرفية و أثرها على رضا الزبائن : دراسة حالة البنوك التجارية بولاية قسنطينة

الملخص EN

This research aims to determine the impact of banking service quality on customer satisfaction, using the five dimensions service performance measure (Servperf ) .

In order to assess the impact of banking service quality in customer satisfaction were distributed 357 questionnaires to sample customers of commercial banks for Constantine city.

The results have concluded that there is a significant positive effect between banking service quality and customer satisfaction, and the research reached a number of recommendations aimed to improving banking service quality provided.