قياس جودة الخدمة المصرفية : دراسة مقارنة بين البنوك العمومية الجزائرية و البنوك الأجنبية

Abstract EN

This research aims to measure the quality banking service, and its role in the success and increase the profitability of banks, which makes them strong in the field of services, bringing them capital and customers, and contributing to development, the study sample was represented by national banks and a comparison was made between them and foreign banks, based on Customer evaluation of the various banking services proposed by the bank they deal with, and we used a descriptive analytical approach, and adopted the Servperf measurement model to measure the actual performance of the banking service, and to count the levels of quality of banking services in banks, and the results of the research were represented in the presence of a fairly high level of quality Banking services provided by national banks compared to their foreign counterparts, but it does not reach the level of olute satisfaction on the part of customers.