THE IMPACT OF THE SERVICES QUALITY OF BANKING TO CUSTOMERS DEALING WITH BANKSJournal: International Journal of Accounting and Financial Management Research (IJAFMR) (Vol.6, No. 3)
Publication Date: 2016-04-30
Authors : SUAAD ABDULFATAH MOHAMMED;
Page : 21-30
Keywords : Banking Services; Customers; Bank;
This study aimed to identify the impact of the quality of banking services on the customers dealing with the bank. this quality is measured through five dimensions by ( Zeithmal &bitner 2000, Lovelok & wirtz 2013) which are Tangibility , Reliability, Responsiveness Assurance, Empathy ) In this study, six hypotheses have been placed. five related to these dimensions mentioned above, and the sixth hypothesis concerning the interaction of customers with the bank . In order to achieve that, a questionnaire was designed consisting of 20 questions. it was chosen a simple random sample of the bank's customers made up of 344 customer and a statistical analysis was conducted through the use of the Arithmetic mean, person correlation coefficient and sample T-test.The study results showed that there is a strong relationship between Responsiveness and Deal with the bank with correlation coefficient 0.697 comparing with the dimensions of other banking services. the weakest relationship was between Empathy and Deal with the bank with correlation coefficient 0.177, therefore the researcher found that the banking employees should give a great importance for Responsiveness As greatly affect the deal with bank.
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