أبعاد جودة الخدمة المصرفية و دورها في تحقيق رضا الزبون : دراسة تطبيقية في مصرف الرشيد

الملخص EN

The purpose of this research is to recognize the relationship between the dimensions of banking service quality and customer's satisfaction, through customer's evaluation of the level of service quality offered to them by Al–Rasheed bank.

Also to determine the proportional importance of different dimensions of service quality.

In addition to examine the relationship between banking service quality in its dimensions and customer's satisfaction.

(150) samples were distributed among the bank customers, only (130) samples were collected and good for analysis.

The results were analyzed and examined the hypothesis through a group of statistical methods.

The most important results is the positive evaluation of the banking service quality level offered to the bank’s customers and the significant moral statistic relationship between the banking service quality in its dimensions with the customer’s satisfaction.

Moreover, there is proportional importance discrepancy in the service quality dimension used by the customers in their evaluations process.

The research concluded in to a group of recommendation , the most important is to be more concern in the contingency side especially the over all appearance, provide the bank with the modern equipment and offer bank employee working in the front office training accord to the needs of their customers and improve the service quality offered.