Measuring the quality of private banks services from the customer's point of view using the «servperf» model - Studying a sample of clients of private banks operating in Algeria

Abstract

Rapid growth and great technological development in service sector has increased the level of challenges that organizations are facing, and attention to the quality has become imperative. Banking business covers an important aspect in the service secteur, and therefore quality has become a major element in it in order to ensure the continuity of the bank’s activity. to achieve and maintain customer satisfaction and search for new customers in return for the quality of the services they provide This research paper aims to measure the quality of private banking service from customers' point of view based on "servperf" model with its five dimensions (tangibility, reliability, responsiveness, safety and empathy). The questionnaire was used in data collection, and analyzed using spss The most important result is that private banks provide good quality services and customers expressed their satisfaction to the level of quality of banking service provided to them.