تأثير جودة الخدمات المصرفية المقدمة على رضا العملاء في البنوك الفلسطينية
Date
2020-08-18
Authors
محمد صالح ابراهيم عياد
MOHAMMAD SALEH IBRAHEEM AYYAD
Journal Title
Journal ISSN
Volume Title
Publisher
جامعة القدس
Abstract
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.
Description
Keywords
Citation
عياد، محمد صالح. (2020). تأثير جودة الخدمات المصرفية المقدمة على رضا العملاء في البنوك الفلسطينية
[رسالة ماجستير منشورة، جامعة القدس، فلسطين]. المستودع الرقمي لجامعة القدس. https://arab-
scholars.com/f79cf9