إدارة الجودة الشاملة في المؤسسة الخدمية : دراسة حالة القرض الشعبي الجزائري لولاية تلمسان

الملخص EN

The sector of public services said to be quiet different from the industrial one at different lewis.

It is, therefore, of crucial importance to investigate this area of interest in order to face the new phase of competition in the light of globalization where no clear borders are set and where also quality is at the front of interest.

For the sake of controlling the quality of serv ices presented, the instruments of measuring this quality seems to be primordial, this is to be realized through a field analysis of the employees’ difficulties and suggestions.

Our study is mainly concerned with the Algerian Popular Credit Bank to measure the quality of services to be aware of its competitive status, and haw to make it better through a set of procedures well appropriate and suitable to the market needs.

In order to get further clients .

Thus, the Algerian Popular Credit Bank is more and more supposed to sender and supply the market demands with much more better services to meet the needs of the challenging world.