تأثير جودة الخدمات المصرفية المقدمة على رضا العملاء في البنوك الفلسطينية
محمد صالح ابراهيم عياد
MOHAMMAD SALEH IBRAHEEM AYYAD
Banks in our contemporary world play an important role in the investment process and have an impact on the development and management of the economy at the local, regional, and international levels, and in various fields of development and investment. In response to the great and rapid environmental changes that have taken place in the world over the last two decades, and as a result of the renewed changes in the needs and desires of customers, many business organizations have started to develop their goals and strategies and continuously improve their programs in order to improve their performance. provided for continuity in this changing environment around the clock. The study aimed to determine the extent to which banks apply the concept of comprehensive quality management, as well as the nature of the relationship between the elements of comprehensive quality management, its degree, and the extent to which it enhances customer satisfaction. The researcher designed a special resolution to achieve the objectives of the study, whereby 500 random class samples were distributed to National Bank customers in the Jerusalem area and its suburbs for response, given the large size of the study community, 487 questionnaires were recovered, analyzed using the SPSS statistical program. The results showed that the banking services provided by Palestinian banks - the National Bank - enjoyed a high level of customer q1uality, in addition to the National Bank's highly sensitive, reliable, responsive, empathetic and secure banking services. These dimensions gained high levels of customer satisfaction, and the results showed an impact on the quality of banking services (tactile, reliability, response, empathy, security) combined on customer satisfaction. It also shows that there is a positive impact on customer satisfaction on individual areas (tactile, reliability, security). The bank's management must continuously develop and improve the technology used in the provision of services. It must also focus on human elements, attract them and train them to improve the quality of service, so as to ensure the speedy completion of transactions, reduce errors, increase the ability of employees to respond quickly to customers and solve their problems. Shortcomings and Resolution.