Document Type : بحث

Author

• Ammar Fawzi Abdul Hamid Al-Qaisi

Abstract

     The aim of our research is to focus on the need to raise the level of performance quality in the method used to provide bank services through employees and work to apply the principles and concepts of behavioral and ethical values for the profession on the one hand, in addition to trying to develop the performance of service providers, specifically employees in the front row in providing banking services, which is achieved on the other hand, quality and performance, In addition to trying to highlight the main points that must be taken in order to improve and develop banking services provided to customers and work to increase the quality of banking services. The questionnaire method was used by distributing it randomly to the study sample, and 40 questionnaires were distributed, according to the simple random sampling method, and the study was completed and the results were generalized to the research community. A number of important results have been reached as follows:

There is a statistical significance of the dimensions of quality on competitiveness (tangibility, reliability, safety, responsiveness, empathy) in terms of customer satisfaction.
Training the bank's employees and developing their skills to provide the banking service within the specified time perfectly and correctly the first time.
The bank's employees have a good appearance and good dealings that lead to attracting customers.

Keywords

• quality
• banking services
• competitiveness