مجلة الباحث الإقتصادي
Volume 7, Numéro 1, Pages 196-212

The Role Of Banking Service Quality In Achieving Customers’ Satisfaction: Evidence From The Banks Located In Algeria

Authors : Abdelhalim Lachache . Houssam Eddine Abdelhafid .

Abstract

This study aims to investigate the role of banking service quality on the satisfaction of costumers. Therefore, as we know the customer is the most important and dynamic element in the banks. We examine three dimensions of banking service quality, namely responsiveness, empathy and assurance. We test our hypotheses based on a questionnaire replied by 119 customers of 5 banks located in Algeria. We found that tierce responsiveness, empathy and safety exert a positive effect on the satisfaction of customers. Our results have implications on the literature of service quality.

Keywords

Service Quality Banking ; Responsiveness ; Empathy ; Assurance ; Customer Satisfaction