قياس جودة الخدمات البنكية باستخدام نظرية صفوف الانتظار : دراسة حالة : البنك الوطني الجزائري-وكالة تيارت

Abstract EN

This study aims to apply waiting lines models as a quantitative approach that helps in decision-making to improve the quality of banking services for the National Bank of Algeria -Tiaret Agency -.

This method helps to improve the service to the highest levels for those seeking bank services.

This study defined the performance metrics for the proposed model for the bank, through the mathematical trilogy of the Poisson reach index, service performance rate for exponential distribution, and determine the number of service channels or centers using QM for windows v5 program.

Accordingly, the results of the practical study indicated that the National Bank of Algeria - Tiaret Agency - does not provide good service to customers and its services do not respond to the level of quality they demand.