Quality of the Services of Commercial Banks Provided in Jenin District from the Customers’ Perspective

Abstract

The study aims at identifying the quality of the services of commercial banks in Jenin District from the customer’s perspective in terms of: tangibility, reliability, responsiveness, security, and empathy, and its impact on the client's commitment to the bank, to identify whether the quality of the services differ in light of variables of gender, age and academic degree of the client. To achieve the goal of the study, descriptive approach was followed by applying a validated and reliable questionnaire among a sample of a total (457) clients. After data collection and analysis, results show that the level of the quality of banking services is positively high, it also shows that there is a statistically significant impact on the quality of bank services concerning empathy during the client's commitment with the bank. Moreover, the results show statistically significant differences in the quality of the bank services in light of the client's gender on the overall tool, sub domains, and show differences in light of the client's age in regard of responsiveness, empathy. In addition, there are differences in light of academic qualifications of the client in regard of responsiveness. The researchers recommend that banks should try to maintain a high quality of the services in all fields, focusing on empathy to gain customers loyalty and their satisfaction.