تقويم جودة خدمات المصارف العربيّة العاملة في محافظة القدس من وجهة نظر العملاء

الملخص EN

This study aims to evaluate the quality of service provided by the Arab’ banks operating in Jerusalem from the customers’ point of view.

This study also aims to measure the overall service quality using the service performance (SERVPERF) criterion, with its five dimensions, in order to point out services weaknesses in an attempt to develop and enforc such services.

The obtained results of the analysis reflected a positive impression about the overall service quality provided by the Arab’ banks operating in Jerusalem with an 81.3% of the studied sample.

In addition, results have showed a statistically significant positive relation between the five dimensions of the SERVPERF criterion and the overall service quality, and significant differences in tangible elements depending on sex, work, and wages and in Reliable wages, as well as security depending on the level of education and wages .