Master

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    CRM et qualité de service Cas de la banque BADR RELIZANE
    (école superieure de managment tlemcen, 2020-09-24) SEDJAR Nesrine
    The objective of this study is to address the issue of customer relationship management as a modern administrative approach and its relationship to the quality of service in the banking institutions. Which has focused mainly on addressing the CRM at the Bank of BADR and its role in quality of service. To achieve the objectives of the study, we designed a questionnaire to collect preliminary data from the sample of the study, was developed a questionnaire to collect preliminary data from the study sample of 46 clients from BADR. Bank. We have adopted the analy tical descriptive method to address the problem of the subject.The results of the empirical study de monstrate the use of the BADR. bank of client relationship management concepts and procedures, a nd that the application of such management tools has a positive influence on the improvement of the quality of the services offered by the bank in terms of claims management, a sense of security and, above all, a better knowledge of the needs of consumers, in order to better meet them
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    L’impact de la qualité de service sur la satisfaction de la clientèle Etude de cas : Crédit Populaire d’Algérie
    (école superieure de managment tlemcen, 2021) BOUCHEMEL MOSTAFA; DJERIOU RAMZI
    In a competitive environment, mastery of quality is one of the factors of success for the company. A good mastery of the quality of service causes a competitive advantage and a barrier to entry difficult to overcome by the competitors. In the present work, we have opted for the banking sector including the CPA bank as a case study, in order to know how the quality of service can be a key to satisfaction. To better verify our hypotheses we have adopted a quantitative research with 100 clients of the CPA. The results of our research show that quality of service has a positive impact on customer satisfaction.