دراسة علاقة جودة الخدمة البنكية بولاء العميل : دراسة حالة بنك الخميج الجزائري AGB

Abstract EN

The main objective of our study is to evaluate the level of service quality at the AGB Bank from the customers' point of view in Saida, And to determine how service quality influence the customer satisfaction and the attitude towards the bank.

In addition, we test the impact of these variables on the customers' loyalty, and to achieve this goal we have distributed questionnaires on 83 clients, so we treat the data with using structural equation modeling (PLS approach), the result showed that providing high services quality leads to customer satisfaction and contributes to make a positive attitude which leads to loyalty.

But, a customer satisfaction neither leads to a positive customer attitude, nor customer loyalty