قياس مدى توافر أبعاد جودة الخدمات في المصارف التجارية الجزائرية الحكومية : دراسة حالة البنك الوطني الجزائري (BNA)‎ بعنابة

الملخص EN

This study aims to measure the extent of availability of service quality dimensions: reliability, responsiveness, assurance, empathy, tangibility in a Algerian governmental banks, and to realize the previous aim the study adopted the descriptive analytical method using the questionnaire tool to collect the primary data from a sample that consists of (42) employees working in one of the most important leading Algerian banks it’s the National Algerian Bank (BNA), This study concluded that the National Algerian Bank (BNA) adopted the all dimensions of service quality at different levels, the assurance, the empathy, and the tangibility dimensions are available at a good level, while the reliability and the responsiveness dimensions are available at an average level, at the end the researcher presented a set of recommendations that contribute to improve the different dimensions of service quality in Algerian governmental banks.