The Impact of Service Quality on Customer Satisfaction at Jordan Islamic Banking

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University of jordan
Faculty of Business Administration
Master of accounting

Research
The Impact of Service Quality on Customer Satisfactions in Islamic Jordanian Banking

Supervisor:

Dr. Suzan Abed

Prepared by students:
Shehab Saleh AL-Ajarmeh

First semester
2011/2012

Contents

|- abstract…………………………… | |- Introduction……………………………… | |- The research problem…………………… | |- The research importance ……………….. | |- The research objectives………………….. | |- The study model………………………….. | |- Study Hypotheses………………………… | |- Literature Review …………………... | |- Research methodology ………………….. | |-References………………………………... - | |- Appendixes ………………………………. |

Abstract:
This study aims to explain the extent of the quality service that are provided to customer and the extent of satisfaction that is obtaining from service that are provided by banking , additionally explain the factor that constituent of service quality that are used to measure the customer satisfactions and its important of banking , and the method that are used in this study is questioners to collect data and the analysis of the study reveals that improve and development of service quality increase in customer satisfactions .

Introductions:
The issue of quality management within banking services has drawn considerable attention over the past few years. The move to managed service has increased demands for outcome-based accountability, cost containment, and attention to customer-focused quality in order to remain competitive in a rapidly changing environment. This dual focus on driving down costs while increasing quality has intensified pressures to understand, measure, and manage quality from a customer perspective. The intent of this study is to examine quality service in banking industry Jordan. In banking industry, banking systems provide the same types of services, but they do not provide the same quality of services. Recently, customers are more aware of alternatives and their expectations of service have increased. Service quality can, therefore, be used as a strategic tool to build a distinctive advantage over competitors.

Today the research observe there more attentions in realize customer satisfactions and this consider a major factor successful that should take into account from all the company trading and service and manufacturing when these company make its strategic , result of track positive and negative in case realize and non realize of customer satisfactions. and thus in this study the research take the Islamic banking specifically in Jordan to explain and to identify the range of attentions by them in customer satisfactions through service quality that is provided by the banks to customers and thus this study is coming to explain "the impact of service quality on customer satisfactions in...
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