جودة الخدمات المصرفية و أثرها على رضا العميل : دراسة ميدانية على بنك الصادرات

الملخص EN

This study aimed at examining the impact of the quality of modern banking services on the customer satisfaction in the banking sector through exploring the experience of "Export Development Bank".

The study adopted the descriptive and analytical approach, whereas preliminary data were collected through the questionnaire, which had been distributed to a purposive sample of one-hundred customers at Export Development Bank.

The statistical analysis method had been applied using the Statistical Package for Social Sciences program (SPSS).

The study main findings indicated that the quick response is the most attractive element in attracting bank clients; also, the existence of an average positive correlation between customer satisfaction and reliability factor.

Moreover, the existence of a weak positive correlation between the customer satisfaction and tangibility factor; in addition, the tangibility factor has an effect on the customer satisfaction.

The study recommended a number of recommendations including: more attention should be given to the customer care in terms of knowing his demands and respect his wishes on the basis of mutual trust.

Furthermore, adoption of modern techniques in banking systems; while training of banks staff on these techniques.