أهمية جودة الأداء في أسلوب تقديم الخدمات المصرفية و تأثيرها على تعزيز القدرة التنافسية للمصارف الفلسطينية

الملخص EN

The study aimed at the identification of the significance of quality performance in the method of banking services and its impact on enhancing the competitiveness for national banks.

The study relied on the descriptive and analytical approach through the development of a private questionnaire to achieve the objectives of the study and answer its questions.

The questionnaire was distributed on retail banking staff in national banks and their seven scattered bank branches.

The study sample consisted of (385) employees who were selected randomly and worked in circles relevant to the sections of the study.

The study showed an effect of statistical importance on the quality of performance in the style of providing banking services to enhance the competitiveness and achieve customer satisfaction for the level of performance, innovation and development to enhance the level of performance, as well as provide administrative and physical needs and provide additional boosters inside the bank to promote the service providers capabilities.

The study, based on the results, recommends for the national banks to focus on the development and refinement of skills of the staff in the front rows for the service retail, and to the gradual shift from retail services on the counter to an independent office within the branches to consolidate and deepen the bridges of relationship with the customer.

There is also need to develop and diversify the style of banking services based on moral values and behaviors of the profession, and to measure and assess the quality of performance in the style of service to customers on a regular basis and in different shapes and styles.