أثر جودة الخدمة البنكية على رضا الزبون : دراسة حالة عينة من زبائن بعض الوكالات البنكية بباتنة

الملخص EN

This research aims to identify the impact of quality banking service and actress Palmmoosh, reliability, safety, responsiveness, and empathy in customer satisfaction, which focuses on the actual performance of the service measure.

And in order to realize this objectif, were distributed 140 questionnaires to a sample of customers of some commercial banking agencies or state residuum.

The results concluded that there is a significant positive effect between the quality of services provided and customer satisfaction in the banking agencies under study, and that implement the dimensions of quality in providing banking services, making it enjoys Bitkpf its custoi(lCTS