مجلة بحوث الإدارة والاقتصاد
Volume 6, Numéro 2, Pages 352-366
2024-06-20

Contribution Of Perceived Quality To Satisfaction And Trust Of Bank Customers Towards Their Service Providers: The Case Of Badr Bank (mascara)



Authors : Bouhafs Mostefa .

Abstract

This research demonstrates the significance of perceived quality in explaining customer satisfaction and trust in banking service providers. After outlining the fundamental principles of these concepts, a conceptual model was proposed. An investigation was conducted among 136 clients at the BADR bank (Mascara) to validate this causal model and present managerial implications and appropriate recommendations to banking sector managers. Data collected through questionnaires was processed and analyzed using AMOS.29 for causal model. Research on causal models has shown that satisfaction mediates the relationship between perceived quality and confidence in banking service providers.

Keywords

Perceived Quality ; Trust ; Satisfaction ; BADR ; Banking

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