تقييم جودة الخدمات المقدمة من طرف البنك الخارجي الجزائري : حالة وكالة سكيكدة 52

الملخص EN

By the emergence of services organizations, services quality becomes a necessity for those organizations to achieve excellence, which made that in the core of their strategies and mechanisms.

this research paper aims to study the reality of the quality of services delivered by the Algerian external bank bea (Banque Extérieure D’algérie), then to identify the most available services’ standards in the opinion of its clients.

the study found that the quality of services delivered by the agency is medium, while the standards of the quality of services were ranked as: security, tangibility, reliability, courtesy and responsiveness.