محددات ولاء العملاء في بيئة مصرفية تنافسية بعض الأدلة من البنوك الجزائرية

الملخص EN

This paper aims at investigating the role of service quality, customer satisfaction, and bank image in customer loyalty.

Through this research community in bank clients in eastern Algeria.

The study included 320 respondents from the clients of four public sector banks.

It was decided that the best study of the data was analyzed using multiple regression analysis of its close relationship with its variables, identifying customer loyalty in commercial banks and assessing the impact of some determinants such as banking picture, customer satisfaction, and service quality on customer loyalty in banks.

The research results indicate that service quality, customer satisfaction, and banking image have significant positive impacts on customer loyalty.

Likewise, both customer satisfaction and service quality have been found to have a significant positive impact on customer loyalty.

The model indicates that customer satisfaction has a greater impact on customer loyalty when compared to service quality and bank image.

Finally, the current study justifies that to demonstrate customer loyalty to banks, commercial banks should focus on all determinants (bank image, service quality, and customer satisfaction) and that the focus should be primarily on satisfying the bank’s customers