Customer relationship management and the quality of banking services: case study on Algerian banking sector

Abstract EN

The objective of this paper was to see if there was a link between customer relationship management and service quality in Algerian banking sector.

The one conducted a survey questionnaire to collect data from 150 respondents at the level of several Algerian Banks, using the SPSS program and relying on a descriptive and analytical method.

The findings suggested that customer relationship management was given a modest level of priority while improving awareness of service quality in the banking sector of Algerian banks was dominant.

In addition, the study discovered a substantial relationship between customer relationship management and service quality.

Furthermore, the results revealed that customer relationship management with its dimensions has significant and statistical effects on the service quality of Algerian banking sector.

Finally, the study's findings suggested that customer knowledge, customer retention, and customer culture are the most important factors in the quality of Algerian banking services.