توثيق العلاقة مع العملاء من خلال تبني مفهوم أبعاد جودة الخدمات المصرفية : دراسة تطبيقية على عينة من عملاء بنك الخليج الجزائري Agb وكالة سعيدة

Abstract EN

The study aimed to try to know the role of the quality of banking services in increasing the level of relationship with customers, through a field study of a sample of clients of the Algerian Gulf Bank AGB Saida Agency, where the study sample consisted of (98) clients, and the statistical program (spss, v22) was used.) to describe the personal data of the sample, and the smart- pls program to study the various relationships between the study variables.

With the descriptive analytical method was used to answer the questions of the study and test its hypotheses.

The study showed that the level of direction of the research sample for the dimensions of banking service quality and customer loyalty was high, and the study also demonstrated a significant effect between the dimensions of banking service quality (dependency, response, safety, empathy) and customer loyalty, and there was no significant effect between the dimension of tangibility and customer loyalty