تقييم جودة الخدمة البنكية المقدمة من منظور الزبائن : دراسة حالة بنك الفلاحة و التنمية الريفية (وكالة المسيلة)‎

الملخص EN

This study aims to identify the level of assessment customers Bank of Agriculture and Rural Development for the quality of banking services provided to serve them.

The importance of banking services enables the bank under the study to know its position in the domestic market, through its customers' views on the quality of banking services, and how be satisfied with the services provided.

For this purpose, we used questionnaires that been distributed to a sample of 100 customers of the bank under study randomly selected for a period of 15 days during the period from 29.10.2012 to 11.13.2012.

To achieve this goal some statistical techniques has been used to much the nature of this study.

The main results of the study, to assess customers for the quality of banking services provided to them by the bank under study was rated very high, and therefore the quality of service provided by the bank under the study were satisfactory to customers sample and in the level of their expectations.