The impact of banking qualty on customer satisfaction _Case study of Popular Credit of Algeria Bank Maghnia Agency_
الكلمات المفتاحية:
بازل3، مخاطر السيولة، سيولة مصرفية، نسبة تغطية السيولة، نسبة صافي التمويل المستقر، Qualité of Banking Services، Customer satisfaction، Popular Credit of Algeria Bank، Dimensions of Q.B.S، Servpref modelالملخص
The purpose of the research was to identify the impact of the quality of banking services on customer satisfaction at Popular Credit of Algeria Bank, for which the descriptive method was used. The identification was used as a data collection tool and distributed to Popular Credit of Algeria Bank clients at a singing agency after statistical analysis using the Servpref Performance Model and the SPSS social science statistical packages program. The study found a positive and strong correlation between the quality of banking services in the following dimensions: Tangibles, accreditation, security, sympathy, responsibility, and customer satisfaction with the Popular Credit of Algeria Bank Maghnia Agency Bank of a singer agency and an average assessment of the quality of banking services of the bank in question.المراجع
Ahmed Khidr Ahmed. (2019). The Role of Banking Service Quality in Achieving Customer Satisfaction in Private Banks - Survey Study on Bank Customers in Baghdad City - Journal of Finance and Business Economics, Vol 3, (Issue 1) (Written in Arabic).
Al-Sarn, Raad Hassan, (2008). Globalization of Banking Service Quality. Amman: Al-Warraq for Publishing and Distribution (Written in Arabic).
Ben Chaib, Fatima Zahra & Jij Djamila, (2020). The Impact of Banking Service Quality on Customer Satisfaction - A Case Study of Local Development Bank (MDB) Agency in Maghnia. Journal of Quality Assurance Strategies, Vol1, (Issue 1) (Written in Arabic).
Eltahir, Omer Ali Babiker &Ben Abdallah, Nizar.(2019). The Impact of Banking Service Quality on Customer Satisfaction -Field Study: Commercial Banks in Al-Darb Province, Saudi Arabia-, Arab Journal for Scientific Publishing AJSP, 14, ISSN: 2663-5798 (Written in Arabic).
Hadoush, Shurooq & Shahidi, Mohammed.(2016). Banking Service Quality as a Gateway to Achieving Customer Satisfaction. Journal of Innovation and Marketing (Issue 3) (Written in Arabic).
Howard, John A & Sheth, Jagdish N,(1969). The Theory of Buyer Behavior, Journal of the American Statistical Association, p 467-487, DOI: 10.2307/2284311
Lachache, A., & Abedalhafid, H. (2019). The role banking service quality in achieving costomers'satisfaction. Economic Researcher Review, Vol:7(N:11).
Maki, Al-Hajj & Khalifi, Amina & Nesili, Khadija.(2019). The Impact of Banking Service Quality on Customer Satisfaction - A Case Study of Banque de l'Agriculture et du Développement Rural (BADR) Agency in Ain Oussara - Journal of New Economy, Vol 10, (Issue 3) (Written in Arabic).
Murad, Sami Ahmed. (2007). Activating Bank Marketing to Counter the Effects of the Trade in Services Agreement. Arab Office for Knowledge (Written in Arabic).
Oubay Mahmoud,& Alaa Muhammad, (2016). Electronic Banking Services Quality and Its Impact on Customer Satisfaction : A Comparative Study Amongst Public and Private Banks' Branches in the City of Hama, Albaath University Journal for Human sciences, 38, SSRN : https://ssrn.com/abstract=2957725
Parasuraman A Parsu,& Zeithaml Valarie A.& Berry Leonard L,(1985). A Conceptual Model of Service Quality and its Implication for Future Research (SERVQUAL), Journal of Marketing, vol 49, p 41-50, DOI: 10.2307/1251430
Sanjiv , M., Rajat , G., & Dharminder, K. (2015). An evaluation of an integrated perspective of perceived service quality for retail banking services in India. International Journal of Bank Marketing, Vol. 33(Issue 3). doi:https://doi.org/10.1108/IJBM-02-2014-0020
Shanka, M. (2012). Bank service quality, customer satisfaction and loyalty in Ethiopian banking sector. Journal of Business Administration and Management Sciences Research, Vol. 1(1).
Shouya, Saif Al-Islam. (2006). Consumer Behavior and Service Organization: Proposal for a Development Model. Annaba: Laboratory of Education, Deviance, and Crime in Society
Yousfi, I., & Tebani Abdelfattah. (2019). Servise Quality and Customer Satisfaction in Jordanian Islamic Banks. Journal of Economics and Management, Vol:19(N: 01).
