أثر جودة خدمات البنك العربي الإسلامي الدولي على رضا الزبائن : دراسة حالة البنك العربي الإسلامي الدولي فرع جامعة الزرقاء

الملخص EN

The study aimed to measure the level of satisfaction of the employees at the university of Zarqa about the quality services provided by the Islamic International Arab Bank branch of Zarqa university through recognize the role of quality of services (Tangibility, reliability, responsiveness, security and empathy) in achieving customer satisfaction.

In order to obtain the data necessary for the completion of the study, the researcher developed a questionnaire of (31) items were distributed to (70)of the workers at the university.

And through the analysis of data on the views of customers, the study found to the conclusion, that the sample of thesis study was very high.

The study recommended the need for the bank’s attention to sympathy with bank’s customers (employees) because the sympathy characteristics have low rank in the recent evaluation of the study.