...by Commercial Banks and Customer Satisfaction Sulieman Ibraheem Shelash Al-Hawary Associate professor of Business Management, Department of Business Administration College of Financial and Business Administration Al al-Bayt University, Jordan Rashid M. Alhamali Associate professor of Industrial Management, Department of Qualitative Methods College of Business Administration, King Saud University Saudi Arabia Saad Abdullah Alghanim Associate professor of Health and Hospital Administration Department of Management, College of Business Administration King Saud University, Saudi Arabia Abstract Purpose – The purpose of this paper is to examine the impact of the constructs of service quality and customer satisfaction in commercial banks operating in Jordan. Design/methodology/approach – The study uses qualitative methodology, a face to face survey was conducted to test the hypothesis, thirteen banks were chosen randomly in Jordan with their customers acting as respondents to survey, a sample includes 453 customers of Jordanian commercial banks. Findings – The study finds that the order of importance of the dimensions of service quality tested here is: Assurance; Reliability; tangibles; Empathy; and Responsiveness. customers satisfaction are mostly influenced by the service quality. customers indicated high satisfaction with the five dimensions of service quality. This finding reinforces the need for banks managers to place an emphasis on the underlying dimensions of service quality,...
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