جودة الخدمات المصرفية كمدخل لتحقيق رضا العميل : دراسة حالة الصندوق الوطني للتوفير و الاحتياط بنك CNEP Banque

Abstract EN

This study aimed to know the quality of banking services provided to customers in the Algerian banks and the level of customer point of view, so that the study sample was a National Endowment for the provision of clients and Algerian reserves, and has been distributing questionnaires The identification of customers amounted to 110 and has been processed data using SPSS program The study has shown that there is a strong relationship statistically significant differences between the quality of service and customer satisfaction, and the relative importance of the determinants of quality vary in influencing the Bank CNEP customer expectations, so that the indicators that affected the customer satisfaction biggest impact is the response and safety indicator compared to other indices (tangibility, reliability, empathy), in addition to that of the results obtained through analysis of the data that the quality provided by the Bank banking service CNEP medium quality.