درجة تسويق الخدمات المصرفية و علاقتها برضا الزبائن في البنوك العاملة في مدينة رام الله

الملخص EN

The Degree of Marketing Banking Services and their Relationship with the Satisfaction of Customers with the other Operating Banks in the City of Ramallah" The study aims to identify the degree of bank services and their relationship with the customer's satisfaction with other operating banks in the city of Ramallah, the researcher has used or followed the descriptive field in order to achieve the study goals.

The researcher has selected a simple random sample which was a (154) of the banks' customers, the researcher has been used the calculating means, standard deviations and percentage rates.

The results of the study show that there is a strong relationship between marketing and banking services and their relationship with the customer satisfaction, the study shows the method of "Pearson connecting factor" which has reached a rate of 0.83, this percentage considered as big in size, the results indicated that the degree of Ramallah working banks and the bank marketing service are high.

The results of the study show a high degree of customer's satisfaction with banking services which are offered by the banks of Ramallah governorate, the study clarifies that there is a lack of differences in the degree of marketing services with the operating banks in the city of Ramallah, the study has indicated many variables like: (the nature of the bank, qualification of the client, the client profession and the monthly income of the client), the study shows the degree of customer satisfaction about working banks in the city of Ramallah, the study based on a set of results, the researcher offered several recommendations which were included as the following: the need for continuity of bank operations in Ramallah , the banks have to give daily announcement of the exchange rate on each bank site, the work in raising the level of promotion and bank marketing services , and the work to provide new services, or to promote some of the banks old systems in a newly efficient methods , the work to innovate new ideas, the need to confirm the bank advertisements and to enhance customers reliability of services with confidentiality of information.