قياس الوزن النسبي لإدارة علاقات الزبون و تأثيرها على مستوى أبعاد جودة الخدمة المصرفية وفق نموذج الأداء الفعلي Servperf : دراسة حالة بنك الفلاحة و التنمية الريفية لولاية ورقلة

الملخص EN

This study aims to analyze the interaction between customer relationship management and quality of service, at the BADR bank in Ouargla, Algeria.

The study is based on the service quality dimensions; i.e.

Servperf model to measure the real performance of the quality level.

The case study concluded that the employees evaluated the quality of the services of the Bank positively, with a difference in the relative importance of the dimensions, that the Bank attaches when evaluating the quality of services, and a significant difference in the relative weight of the dimensions of CRM.

The results of the study showed that there is a positive and moderate correlation (42.6%) between the level of quality of service and relations with customers in the bank