The role of banking service quality in achieving customers satisfaction : evidence from the banks located in Algeria
Joint Authors
Lashash, Abd al-Halim
Abd al-Hafiz, Husam al-Din
Source
Issue
Vol. 7, Issue 11 (30 Jun. 2019), pp.196-212, 17 p.
Publisher
University of 20 August 1955 Skikda Faculty of Economic Commerce and Management Sciences
Publication Date
2019-06-30
Country of Publication
Algeria
No. of Pages
17
Main Subjects
Financial and Accounting Sciences
Topics
Abstract EN
This study aims to investigate the role of banking service quality on the satisfaction of costumers.
Therefore, as we know the customer is the most important and dynamic element in the banks.
We examine three dimensions of banking service quality, namely responsiveness, empathy and assurance.
We test our hypotheses based on a questionnaire replied by 119 customers of 5 banks located in Algeria.
We found that tierce responsiveness, empathy and safety exert a positive effect on the satisfaction of customers.
Our results have implications on the literature of service quality.
Abstract FRE
Cette étude examine l’effet de la qualité du service bancaire sur la satisfaction des clients.
Par conséquent, comme nous le savons, le client est l’élément le plus important et le plus dynamique des banques.
Nous examinons trois dimensions de la qualité du service bancaire: réactivité, empathie et assurance.
Nous testons nos hypothèses sur la base d’un questionnaire auquel 119 clients de 5 banques situées en Algérie ont répondu.
Nous constatons que la réactivité, l’empathie et la sécurité des tiers exercent un effet positif sur la satisfaction des clients.
Nos résultats ont des implications sur la littérature de la qualité de service.
American Psychological Association (APA)
Lashash, Abd al-Halim& Abd al-Hafiz, Husam al-Din. 2019. The role of banking service quality in achieving customers satisfaction : evidence from the banks located in Algeria. Economic Researcher Review،Vol. 7, no. 11, pp.196-212.
https://search.emarefa.net/detail/BIM-933688
Modern Language Association (MLA)
Lashash, Abd al-Halim& Abd al-Hafiz, Husam al-Din. The role of banking service quality in achieving customers satisfaction : evidence from the banks located in Algeria. Economic Researcher Review Vol. 7, no. 11 (2019), pp.196-212.
https://search.emarefa.net/detail/BIM-933688
American Medical Association (AMA)
Lashash, Abd al-Halim& Abd al-Hafiz, Husam al-Din. The role of banking service quality in achieving customers satisfaction : evidence from the banks located in Algeria. Economic Researcher Review. 2019. Vol. 7, no. 11, pp.196-212.
https://search.emarefa.net/detail/BIM-933688
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references : p. 209-212
Record ID
BIM-933688
