إدارة مخاطر عملاء البنوك اعتمادا على مقاربة أصحاب المصلحة

Abstract

This study aims to identify the extent to which stakeholders contribute to customer risk management within banks, considering that the customer is the main element in banking activity and the focal point upon which various banking services and operations are based. A good relationship with customers contributes to achieving the bank’s objectives and improving its performance; however, customers may sometimes be a source of risks that affect its activity and stability. To achieve the objectives of the study, the descriptive-analytical approach was adopted by making use of the literature, previous studies, and theories related to the subject, while addressing the theoretical and practical aspects of customer risk management. A field study was also conducted using a questionnaire directed to bank employees who deal directly with customers, with the aim of identifying the role of stakeholders in managing these risks within Algerian banks. The collected data were analyzed using SPSS version 22, and the study reached several findings, the most important of which are:- The study showed that the success of banks in managing customer risks is largely linked to the contribution of stakeholders, especially governance, employees, and customers, as employees play a key role as the direct link with customers. Effective governance also contributes to strengthening the management of these risks and reducing their effects, which helps banks maintain customer trust and improve their performance and stability.