أثر جودة الخدمات المصرفية على رضا العملاء في البنك العربي في سورية (دراسة حالة)

زينب قاضي

doi:10.5281/zenodo.21755753

Authors

Dr. Zainab Kadi Al Wataniya Private University

DOI:

https://doi.org/10.5281/zenodo.21755753

Keywords:

Quality of Banking Services, Tangibility, Security, Customer Satisfaction, Arab Bank in Syria

Abstract

The research aims to determine the impact of banking service quality with its dimensions (tangibility, reliability, security and empathy), on customer satisfaction at Arab Bank in Syria. To achieve the research objectives, an analytical descriptive approach was adopted by reviewing available literature from books, Journals and periodicals, in addition to the case study method. On the practical side, data related to the research variables were collected through a designed a questionnaire. A total of (400) questionnaires were distributed to customers dealing with the bank under study, with 384 valid questionnaires retrieved for statistical analysis, while 16 were excluded due to insincere responses. The collected data were analyzed using appropriate statistical methods and SPSS program to test hypotheses and answer the research questions. The research concluded with key findings, most notably that banking services quality has a positive and significant impact on customer satisfaction. The results of the correlation coefficients analysis revealed that all quality dimensions (tangibility, reliability, security and empathy) directly contribute to enhancing the overall level of customer satisfaction.

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