قياس جودة الخدمة المصرفية في البنوك العاملة في قطاع غزة

Abstract

The aim of the study is to measure the service quality of the banking system in Gaza strip and to determine the importance of the service quality items. Adding to that, the study measures the relationship between banking service quality and client's satisfaction. The sample of the study includes (166) questionnaires. The study concludes that understanding the client's expectations is very important to provide better banking service quality as well as achieving client's satisfaction. Furthermore, the measurement of service quality and the client's perception of the service is considered the main approach for the development and improvement of the banking service quality. In addition, the findings also show a significant relationship between the client's satisfaction and the provided service quality. In addition, the client's continuous dealing with banks and their loyalty depends mainly on the understanding of the provided service quality. ) ( ) - ( . .