ادارة الجودة الشاممة و اثرها عمى جودة الخدمات المصرفية

Abstract

This study aimed to identify the total quality management and its impact on the quality of banking services. Through this study, we shed light on the theoretical concepts related to the quality of banking service and total quality management, as the latter is one of the most important approaches to improving service quality in banks in general and the Bank for )Agriculture and Rural Development "Badr Agency 269 in Miliana"( in particular , and the positive repercussions of management Total quality as a result of applying the principles of (employee participation, customer focus, continuous improvement, decision-making based on facts, comparative evaluation) and after analyzing we have clarified the correlation coefficient that shows the relationship between total quality management and the quality of banking services, and the most important conclusions reached in this research: The Bank of Agriculture and Rural Development "Badr Agency" applies part of the principles of customer focus and continuous improvement to participation and training, and neglects the other part of the principles of supporting senior management and making decisions based on facts