عبد الرحيم, ليلى2018-10-252018-10-2520131112-8984http://dspace.univ-msila.dz:8080//xmlui/handle/123456789/6244At the beginning of this century the banking industry experienced rapid shifts which have affected the different banking systems in the world, necessitating it to get adapted to this new economic environment, and the adoption of effective strategies to cope with increasing competitive challenges. Thus, the development of banking services and attention to service quality and meeting the customer needs has become one of the main approaches to increase and develop the banks competitiveness.Banking Services, Total Quality Management, Competitive AdvantageArticle