The effect of banking service quality on improving customer satisfaction in banking : case study of the Algerian banking customer

Abstract EN

This study aims at testing the impact of the quality of the banking service on improving the bank customer satisfaction of Algerian bank customers.

To collect data on the study variables, an online questionnaire was used and distributed to a randomly selected sample of Algerian bank customers.

The statistical analysis program (SPSS) was used to analyze data and test the validity of the hypotheses.

The results of the study indicate that the quality of banking services has a positive impact on the customer's bank satisfaction.

This impact owes to the effect of different dimensions (reliability, responsiveness, empathy); however, the dimensions (tangible aspects and safety) have no effect on the bank customer's satisfaction.