أثر التسويق بالعلاقات على جودة الخدمات المصرفية و علاقتهما برضا الزبائن - دراسة ميدانية ببنك الفلاحة و التنمية الريفية وكالة مدينة المدية

Abstract

The aim of this study was to investigate the effectof Relationship Marketing on the quality of banking services, and the relationship of each customer satisfaction, as well as to test the impact of demographic variables, such as sex, age, educational level and job satisfaction to customers. The study data were collected through a questionnaire distributed to customers Bank of Agriculture and Rural DevelopmentMedea, where the sample size was 197 customers were selected at random. To test the hypotheses of the study was the use of a set of statistical methods in order to reach the objectives of the study ﻣ ﻠﺨﺘﺴ ﺺ The study found the following results: - There is a statistically significant effect of marketing relations on the quality of banking services ; - There is a correlation statistically significant positive correlation between relationship marketing and customer satisfaction ; - There is a correlation statistically significant positive correlation between the quality of banking services and customer satisfaction . - The study also revealed the existence of statistically significant differences in customer satisfaction due to the variable sex; educational level and function, and the lack of statistically significant differences in customer satisfaction due to the variable age.