BOUCHEMEL MOSTAFADJERIOU RAMZI2025-05-072021https://dspace.esm-tlemcen.dz/handle/123456789/90In 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.qualityservicesatisfactionbankThesis