جودة الخدمات المقدمة في بنوك فلسطين من وجهة نظر العملاء: دراسة مقارنة بين بنك فلسطين والبنك الإسلامي الفلسطيني

Date
2020-07-25
Authors
دولت جودة الغزاوي
Dawlat Joudeh
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Publisher
Al-Quds University
Abstract
This study aims to find the level of quality of banking services provided to clients the Palestinian Islamic Bank and Bank of Palestine from their point of view. At the study there is a main question: What is the level of quality of banking services provided to clients in Bank of Palestine and the Palestinian Islamic Bank from the Palestinian Islamic Bank from their point of view. This question is divided into many different questions to ask about. In order for the study to make its goals according to the scientific method, which it used more different methods to make the study reaches its goals, such as "descriptive approach". In order for the study to make its goals according to the scientific method, more than one method was used to reach the research aims, such as "the descriptive method". Which I used for this study by using a questionnaire at the end it became (60) part and after variation from the believe of the tools that used and it was gives on special part the count from (50) customer form the bank of Palestine customer and the Palestinian Islamic Bank which it was choose from the society of the study randomly. This study used the method analysis through SPSS statistical analysis program to verify the quality of banking services provided to clients in Palestine banks, specifically the Palestinian Islamic Bank and Bank of Palestine. This study reached several results, the most important are: The level of quality of banking services provided in the two banks is medium, also to the respondents' attitudes toward the reality of the policies of developing the quality of banking services, and the dimensions (reliability, response, confidence, assertiveness, sympathy) in the quality of the banking service are medium as well, and the results of the study showed that the concrete dimension is the only dimension Who obtained a high response degree from the study sample. The study also found that the level of satisfaction of both banks' clients is average with regard to the quality of banking services provided to them. Also, the employees working in these banks respond to customer requests quickly, and this is because they have a type of efficiency, confidence and safety for customers. We also reached an average level of application of the standards of total quality management in the quality of banking services provided in Bank of Palestine and the Palestinian Islamic Bank from the viewpoint of customers. The study sample also believes that there are a number of weaknesses and shortcomings in the banking services provided by the two banks. The study also found that there were statistically significant differences at the level of significance (α ≤ 0.05) towards the quality of banking services provided in the Bank of Palestine and the Palestinian Islamic Bank from the viewpoint of clients of these banks due to the gender, age, place of residence, number of years of dealing with the bank, and the bank. While there are no statistically significant differences at the level of significance (α ≤ 0.05) towards the quality of banking services provided in Bank of Palestine and the Palestinian Islamic Bank from the viewpoint of clients of these banks due to the variable of the educational qualification. After discussion the result, the study reaches some advice which is: The necessity for the Bank of Palestine and the Palestinian Islamic Bank to help from technological and technical development in customer service, in addition to developing a system of banking supervision and inspection (field and statistical) in these banks, and the banking services provided in the Bank of Palestine and the Palestinian Islamic Bank are intermediate services that need to developed, developed and continued work In line with global banking developments, and the satisfaction of clients and customers, the Palestinian Islamic Bank also has an obligation to increase the number of projects it offers, such as education financing, university students, graduates, small and entrepreneurial projects, and not limited to buying cars only. In addition to the need to increase the number of employees working in each branch, due to their lack, which causes delays in completing banking tasks and operations for clients. With the necessity of being accurate and clear in dealing with clients. The necessity for the Bank of Palestine and the Palestinian Islamic Bank to benefit from technological and technical development in customer service, in addition to developing a system of banking supervision and inspection (field and statistical) in these banks, and the banking services provided in the Bank of Palestine and the Palestinian Islamic Bank are intermediate services that need to be developed, developed and continued work In line with global banking developments, and the satisfaction of clients and customers, the Palestinian Islamic Bank also has an obligation to increase the number of projects it offers, such as education financing, university students, graduates, small and entrepreneurial projects, and not limited to buying cars only. In addition to the necessity of increasing the number of employees working in each branch due to their shortage, which causes delay in completing banking tasks and operations for clients. With the necessity of being accurate and clear in dealing with clients.
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Citation
الغزاوي، دولت جودة. (2020). جودة الخدمات المقدمة في بنوك فلسطين من وجهة نظر العملاء: دراسة مقارنة بين بنك فلسطين والبنك الإسلامي الفلسطيني [رسالة ماجستير منشورة، جامعة القدس، فلسطين]. المستودع الرقمي لجامعة القدس. https://arab-scholars.com/26a5db