جودة الخدمات البنكية بين تحقيق فعالية الأداء و تعزيز القدرات التنافسية : دراسة حالة البنك الوطني الجزائري بسيدي بلعباس

الملخص EN

This paper aims to explain the contribution of the quality of banking services in achieving the performance of banks and the reliability of its role in developing its competitive capabilities .

For this we have used the model of structural equations (SEM)for the processing and analysis of data in the field .We have studied the probable relationship between the quality of the banking service and the customer satisfaction index,based on the study of the five parameters tha measure the quality of the banking service :tangibility ,reliability,reactivity ,empathy and security .

We also studied the probable relationship between the quality of the banking service and the banking competitiveness through the fidelity index.