قياس أثر عمليات إدارة المعرفة على جودة الخدمات المصرفية : دراسة ميدانية على بعض المصارف العمومية الجزائرية العاملة بمدينة الجلفة

Abstract EN

This study aims to identify the extent of the impact of knowledge management processes (diagnosis knowledge, knowledge acquisition, knowledge generation, knowledge storage, distribution of knowledge, application of knowledge) on the quality of banking services five dimensions (after tangibility, after reliability, after responding, after security, after empathy) in some Algerian public banks operating in Djelfa.

Where the questionnaire was designed for this purpose, and distributed to a random sample suitable consists of 65 single.

To test the hypotheses of the study used a statistical analysis tools and standard represented in the multiple regression models.

Among the most important results that have been reached: - There is a positive correlation between the processes of knowledge and quality of banking services management.

- No significant positive impact the average between the processes of knowledge and quality of banking services management