تقييم جودة الخدمات المصرفية من وجهة نظر الزبون و أثرها على رضاه و ولاءه : دراسة حالة بنك الفلاحة والتنمية الريفية وكالة القل (745)‎

الملخص EN

This research aim to evaluate the quality of banking services depending on tangibles indicators, reliability, responsiveness, security and sympathy, and checking the relationships between them and the satisfaction and customer loyalty, the analyses of data did using the performance model depending on questionnaire put on the hands of simple of the customers of the Bank for Agriculture and Rural Development “ COLLO AGENCY “.

The results confirm the existence of a positive impact to the quality of banking services on customer satisfaction and loyalty.

Also, their evaluation of the quality of banking services has been positive.