The impact of the service quality on customer loyalty in the algerian banking sector- A case study at AL-SALAM BANK ALGERIA

Abstract

This study aims to identify the dimensions of the prevailing service quality. As well to identify the extent of the impact of service quality in  customer loyalty in Al-salam bank Algeria. In order to achieve the target, the random sample method was adopted and (120)  questionnaires were distributed, (111) have been retrieved and found usable data for analysis, using SPSS. The study proved that there is  an impact having statistical significance of the dimensions of service quality (as independent variables) on customer loyalty, these  impacts were for the most part weak. Results also showed after using the multiple regression testing that service quality dimensions  combined have a significant impact on customer loyalty. The study reached that the SERVQUAL model remains an effective way of  measuring customer loyalty. Because customer value is regarded as an asset to banks.