دور كفاءة البرامج التدريبية في تحقيق جودة الخدمات المصرفية : حالة بنك فلسطين بقطاع غزة و بنك البركة السوداني بولاية الخرطوم

الملخص EN

The importance of this study lies in the fact that it discusses the training system components as an effective mean to achieve quality of banking service.

This study gained its significance for giving much attention to the employee himself (internal customer) being the main focus in the banking system and the source to provide the service in the light of the growing competition in the market.

Thus, banks administration seeks to improve the performance of its employees through administrative training programs aiming to achieve the quality of banking service and maximize their market share as well as survival in the competition.

In order to follow-up the research sample views, the researcher has distributed (197) questionnaires to the internal customers in both of Bank of Palestine – Gaza ,and AlBaraka Sudanese Bank- Khartoum state, only (186) ones have been restored.

Besides, the same method mentioned above has also been used on (12) employees at the same banks' sample of study.

The study reached to significant findings; first, nonparticipation of workers actively in identifying training needs.

Secondly, there is a significant relation that gathered both organizational efficiency factors, and quality dimensions.

These results enforced the ability of both banks to improve the quality of banking service.