استخدام النمدجة بالمعادلات الهيكلية في قياس العلاقة بين جودة الخدمة البنكية و رضا العملاء

الملخص EN

The aim of the study is to determine the relationship between the quality of banking service and customer satisfaction.

For this purpose, a questionnaire was prepared to collect data and distribute it to the members of the study sample.

SPSS and AMOS programs were relied upon, which are used in structural equations modeling.

The results reached are that there is a relationship There is a statistically significant relationship between service quality and customer satisfaction, there is no statistically significant relationship between the three dimensions of dependability, response, tangibility and customer satisfaction, and there is a statistically significant relationship between the two dimensions sympathy, safety and customer satisfaction