Global Journal of Economics and Business

Volume 3 - Issue 3 (1) | PP: 252 - 266 Language : العربية
DOI : 10.12816/0048116
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Measuring the Extent of Availability of Service Quality Dimensions in Algerian Governmental Banks: the Case of National Algerian Bank (BNA) Annaba

Aboubaker Khoualed
Received Date Revised Date Accepted Date Publication Date
5/9/2017 21/11/2017 25/12/2017 2/1/2018
Abstract
This study aims to measure the extent of availability of service quality dimensions: reliability, responsiveness, assurance, empathy, tangibility in a Algerian governmental banks, and to realize the previous aim the study adopted the descriptive analytical method using the questionnaire tool to collect the primary data from a sample that consists of (42) employees working in one of the most important leading Algerian banks it’s the National Algerian Bank (BNA), This study concluded that the National Algerian Bank (BNA) adopted the all dimensions of service quality at different levels, the assurance, the empathy, and the tangibility dimensions are available at a good level, while the reliability and the responsiveness dimensions are available at an average level, at the end the researcher presented a set of recommendations that contribute to improve the different dimensions of service quality in Algerian governmental banks.


How To Cite This Article
Khoualed , A. (2018). Measuring the Extent of Availability of Service Quality Dimensions in Algerian Governmental Banks: the Case of National Algerian Bank (BNA) Annaba . Global Journal of Economics and Business, 3 (3), 252-266, 10.12816/0048116

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