جودة الخدمات و أثرها على رضا الزبون : دراسة حالة البنك الخارجي الجزائري-وكالة سكيكدة 52-

الملخص EN

Service quality is considered to be one of the most modern approaches that have attracted wide attention, especially in the consumer –oriented era.

As a result, service organizations were stimulated to work on identifying consumers’ expectations about the service they want as well as embodying them in real life and looking for the dimensions on which the quality of services is based.All of this is carried out, in order to reach out for the customer and satisfy him, which in turn, leads to creating loyalty, increasing company’s share of market and attracting new clients through positive feedback of already satisfied customers.In fact, during our field study in the External Bank of Algeria, me tried to analyze the degree of the effect and contribution of the service quality in fulfilling customer satisfaction and the different criteria used by this latter to evaluate it.