أثر رأس المال المعرفي على تحسين جودة الخدمات المصرفية في البنوك التجارية بولاية قسنطينة

Abstract EN

This research aims to determine the impact of knowledge capital on improving the banking service quality in commercial banks for Constantine city, using the five dimensions service performance measure (Servperf), to achieve the objectives of the study and test the hypothesis, were distributed 251 questionnaires to sample employees of commercial banks for Constantine city.

The results have concluded that there is a significant positive effect between knowledge capital and banking service quality, and the research reached a number of recommendations aimed to encouraging knowledge capital and improving banking service quality.