A Study of the Relationship between Banking Service Quality and Customer Satisfaction in Algerian Public Banks

The aim of this paper is to study the variables that may affect customer satisfaction in banking sector (banking service quality, financial benefits and social bonding), and investigate the empirical relationship between them through its impacts on perceived value as an intermediate variable. For this purpose, we apply a Structural Equation Modeling (SEM) technique to study the different relationships between the proposed variables. A questionnaire is, then, developed and administered to a sample of 650 Algerian public bank customers in the Tlemcen region. The results confirm the existence of a positive indirect impact of banking service quality, financial benefits and Social bonding on customer satisfaction. The estimation results show that customer satisfaction is a pertinent factor in the assessment of the overall banking service performance and quality, and can, as thus, be transformed into measurable quantitative data.