Evaluating the Quality of Services Provided by the Arab Banks Operating in Jerusalem from the Customers’ Point of View.
Keywords:
Quality of services, (SERVPERF), the overall service qualityAbstract
This study aims to evaluate the quality of service provided by the Arab’
banks operating in Jerusalem from the customers’ point of view. This study
also aims to measure the overall service quality using the service performance
(SERVPERF) criterion, with its five dimensions, in order to point out services
weaknesses in an attempt to develop and enforce such services.
The obtained results of the analysis reflected a positive impression about
the overall service quality provided by the Arab’ banks operating in Jerusalem
with an 81.3% of the studied sample.
In addition, results have showed a statistically significant positive relation
between the five dimensions of the SERVPERF criterion and the overall
service quality, and significant differences in tangible elements depending on
sex, work, and wages and in Reliable wages, as well as security depending
on the level of education and wages .
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