The impact of service quality on the customer satisfaction : an empirical study on banking services in Djelfa

Abstract EN

From the customer's perspective a service is an experience, but from the service company's perspective a service is a process which should be designed and managed to create a desired customer's satisfaction.

Additionally, it can be an important component of a company' competitive strategy and a way to differentiate it from competitors.

Service process is also linked with service quality evaluations and service outcome is linked with customer satisfaction evaluationsThis study aims to identify service quality concepts & dimensions, and its relationship with the customer satisfaction, and trying to evaluate the impact of service quality with its different dimensions such as; reliability, willingness, assurance, empathy and tangible on customer satisfaction in different banking industries in Djelfa province.

ALGERIA.

A statistical analysis was designed to test the relationship between banking service quality and clients satisfaction.

The Results indicated that the five service quality' dimensions - reliability, willingness, assurance, empathy and tangible- have a significant positive impact on the customer behaviors and attitudes.

The willingness was most affected element in term of reaching customer satisfaction while the assurance had the lowest impact on customer satisfaction