مجلة أداء المؤسسات الجزائرية
Volume 2, Numéro 1, Pages 87-108

تطبيق تقنيات الأساليب النوعية على قياس جودة خدمات المؤسسات المصرفية

الكاتب : طويطي مصطفى . لعرج مجاهد نسيمة .

الملخص

The importance of this study from the main idea that the need to change the perception among many users of quantitative methods in dealing with different problems of reality practical as the best way and effective for that, and perhaps the reason for this belief is the successful application of these methods in many areas, but this does not make them serve as the correct answer to all the problems outstanding institutions, at least she does not take into consideration human feelings and desires self when applied to private and that the human element is the most effective in the process, this idea and the other is the foundation's proposal to move toward reliance on qualitative methods in the study of phenomena and which is characterized by complex problems and a private environmental disturbance. And the purpose of strengthening this research has been conducted a field study to measure the quality of banking services through the sample included 361 customer pulled randomly from one of the agencies loan popular Algerian object-based state Ghardaia , where the study focused on =0.05 which testing hypotheses nihilism at the level of significance expresses dimensions of quality of service the five proposed by PARASURAMAN and his colleagues, the study concluded that taking a positive impression about the quality of services provided with respect to the physical aspects of the concrete, reliability and safety, but in regard to the field of response and empathy was not primarily to satisfy customers sample study which shows It is the responsibility of the Algerian People's loan to work on improving these two, both in the field of providing the service.

الكلمات المفتاحية

qualitative methods, observation, personal interview , questionnaire, the sample.