Evaluating the Quality of Services at Algerian Banks: A Comparative Study between Public and Foreign Banks
Keywords:
Banking services, quality of service, public Algerian banks, foreign banksAbstract
The study aims to measure and compare the quality of services provided
in the Algerian public and foreign banks from customers’ opinion. This
study is based on SERVPERF to measure the quality of service. To achieve
the objectives of this study, a questionnaire distributed on 400 persons in
Algerian public, national and foreign banks in the city of Sidi Bel Abbes.
317 returned with a rate of 80%. The results indicated a low level of service
quality in public Algerian banks from the customer point of view, while the
services are good and satisfy the customer in foreign banks. Thus, there is a
statistically significant difference between the assessment of customers in the
quality of Algerian public banking and foreign banking service. The results
showed a difference in the criteria adopted by the customers of public and
those customers in foreign banks.
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