أثر تبني أبعاد جودة الخدمة المصرفية في بناء ولاء الزبون : رفيقة بوقريقة

الملخص EN

The purpose of this study is to identify the impact of banking services quality provided by the banks in the city of Jijel in building the loyalty of their customers, In order to achieve this purpose, a questionnaire was designed as a tool for collecting data, it was distributed to a random sample consisting of 84 respondents from the customers of the banks under study.

The main results of this study showed the existence of a statistically significant effect (α ≤ 0.

05) on banking service quality provided by the selected banks on customer loyalty (R2 = 0.

69), and that all dimensions of banking quality (reliability, tangibles, responsiveness, assurance, empathy) impact customer loyalty, Tangibles was the most influential dimension.