: أثر جودة الخدمة المصرفية في زيادة القدرة التنافسية للبنوك التجارية - دراسة حالة بنك القرض الشعبي الجزائري : وكالة المدية

Abstract

This study focused on identifying the quality of banking services and their impact on increasing competitiveness in the Algerian commercial banks in general and the Algerian People's Loan Bank (Medea Agency) in particular. The aim of this study was to define the quality of banking services, the competitiveness of banks and the way they are acquired in the banking market. To evaluate the customers of the Algerian commercial banks under consideration for the quality of the banking services provided to them in terms of their understanding of the level presented to them and to analyze the level of each dimension of the quality of banking service in the Algerian commercial banks, and to identify any B One of these dimensions is the most affected by the competitiveness of Algerian commercial banks. This is to understand the impact of the quality of banking services on increasing the satisfaction and loyalty of customers and achieving satisfactory results for Algerian commercial banks. We studied this effect according to the customers' In addition to using the questionnaire tool. After testing the hypotheses related to the sample, we found that there was a significant effect at (α0.05) The quality of banking services (sensitivity, reliability, responsiveness, safety, trust and empathy) to achieve the competitiveness of Algerian commercial banks, and hence the relationship between the quality of banking services and customer satisfaction, that the quality of banking services affect the satisfaction of customers and thus increase competitiveness Algerian commercial banks