دراسة تحليلية لمعرفة واقع جودة الخدمات البنكية من وجهة نظر الزبون : دراسة حالة بنك الفلاحة و التنمية الريفية وكالة أم البواقي

الملخص EN

The study aims to highlight the importance of quality in the fields of modern life, especially banks, as one of the main pillars of the countries, and one of the main reasons for the Algerian banks to achieve quality in their services.

One of the main reasons for the Algerian banks' pursuit of quality in their services is the philosophy of total quality management, information and communication technology, globalization and the knowledge economy, etc.

Therefore, banks must adopt and follow policies that help them to satisfy needs of customers through speed and facilities of service delivery, decreasing costs, increase profits and attract new customers ...

etc.

The Algerian public banks can reach quality in their customers through adopting a good system in organization the total quality as one of the main priorities to achieved quality in their services.

As a result, we concluded that services provided by the Bank for Agriculture and Rural Development are high quality services, through evaluating bank services quality, by studying quality dimensions and analysing the questionnaire submitted to the bank's customers.