دور إدارة الموارد البشرية في تحسين جودة الخدمات المصرفية في ظل الجودة الشاملة: بنك البركة الجزائري أنموذج

Abstract EN

The study aims to analyze the relationship of human resources management to improving the quality of banking services in light of the comprehensive quality through its principle of focusing on customers, considering that the human resource is the most important source of success and excellence and must be taken care of, developed and involved in the objectives of the institution, we targeted the employees of al Baraka bank, where the questionnaires were distributed to them by adopting a five-point likert scale, its axes were the dimensions of human resource management represented in some of its functions (recruitment, training, compensation, resource maintenance).

and improving the quality of banking services in light of the comprehensive quality represented in the dimensions of service quality (reliability, responsiveness, empathy with customers, safety), we found a correlation between the dimensions of human resource management and the application of total quality, and accordingly we presented a number of recommendations, the most important of which is the need to pay attention to human resources, and train them on skills in dealing with customers to understand their needs and meet them as required.