تقييم جودة الخدمة المصرفية بالبنوك الجزائرية باستخدام نموذج الفجوات

Abstract EN

The purpose of this research is to assess the level of quality of banking service using the SERVQUAL scale of its five dimensions, which in its measurement of quality of service depends on the comparison between the customers' knowledge of the service received and their expectations about the service.

In order to evaluate the quality of the banking services in Algerian banks, 340 questionnaires were distributed to a sample of customers of commercial banks in Blida state.

The results revealed significant differences between the expectations of the customers towards the dimensions of the banking services and their recognition of the quality of the banking services they receive.

The research also included a set of recommendations aimed at improving the quality of banking service provided.