Measure the Extent of Customer Satisfaction for the Quality of Banking Services Offered By Iraqi Commercial Banks (Government and Private In Baghdad)

Rudaina Othman Yousif

Authors

Rudaina Othman Yousif

Keywords:

satisfaction, commercial banks, services, quality, customer

Abstract

This study has focused on measuring the extent of customer satisfaction with the quality of banking services offered by Iraqi commercial banks (government and private in Baghdad). This study is divided into five axes each axis corresponds to each one of the research hypotheses. It has been applied a questionnaire consisting of (45) questions which included: questions from (1-15) concerning customers need for banking services; the questions from (1-16) which focused on the level of satisfaction achieved by costumers of government commercial banks; the questions from (30-45) which focused on the level of satisfaction achieved by government commercial banks. Those customers are generally satisfied with the services provided by government commercial banks where the overall satisfaction of customers is equal to (2.5210) and that the rate of overall satisfaction of private commercial banks customers is equal to (2.6456).Private commercial banks achieved more satisfaction to their customers, but with a little difference compared with government banks.

Downloads

How to Cite

Measure the Extent of Customer Satisfaction for the Quality of Banking Services Offered By Iraqi Commercial Banks (Government and Private In Baghdad). (2014). Global Journal of Management and Business Research, 14(38), 1-10. https://journalofbusiness.org/index.php/GJMBR/article/view/

Download Citation

References

Abbas Hussein, Jawad, Sahar Abbas, Hussein (2006) Abbas Hussein Jawad and Sahar Abbas Hussein( 2006).The impact of strategic planning in customer satisfaction according to the philosophy of total quality management - a field study in the General Company for Chemical Industries-Ahl al-Bayt University. Karbala. 30-51. http://abu.edu.iq/html/research/research.php?ID=18#sthash.qefEE2R7.dpuf

Al-Khafaji. Jabouri (2012) study focused on Customer satisfaction as a mediator on the relationship between service quality and customer loyalty: A case study in Babylon Bank / Najaf branch/ Kufa University / Faculty of Management and Economics. message Masters degree. 1-155.

Yousif Mahmood, Rudaina Othman (2006) quantitative methods in marketing. dar almanahige for publication and distribution.

Al samydai, Mahmood Jasim, yousif Rudaina Othman (2008) behavior of consumer. dar Almentahj for publication and Altozaa.eman. Jordan. p 16-18 Muezzin Mohammed Saleh, Principles of Marketing. 235.

Ziad Barakat (2010) the gap between the perceptions and expectations for measuring the quality of services provided by the Quds Open University students from the point where g magazine Palestinian Educational open after all, the second volume, the fourth issue.

Buanan Noured, Al-Dine (2007) Buanan Noured Al-dine 2007(.Quality of services and their impact on customer satisfaction.

Iyad Fathi, Aloul (2011) Measuring the quality of services provided by Jawwal Co. from the viewpoint of customers in the provinces of Gaza Strip. 2.

Khaled Saleh, Aboud (2012) to measure customer satisfaction with the quality of Islamic banking services (field study on the Syrian International Islamic Bank) Damascus University Journal of Science economic and legal - Volume 28. second number. 551.

Joan Giese, Joseph Cote (2002) Defining Consumer Satisfaction .Academy of Marketing Science Review Volume 2000 No. 1 Available:. 1-18. http://www.amsreview.org/articles/giese01-2000.pdf.p1-18

(1992) Muhannad and Hesham the definition of each of (Oh, 2000. 1-196.

M. Muhannad, Hesham Abdallat, El -Sayed (2014) Muhannad M.A Abdallat and Hesham El -Sayed .Customer satisfaction.

Obiead Salima (2012) Marketing of banking services and its impact Satisfaction Zubon.

Richard Oliver (1999) Value as Excellence in the Consumption Experience. 43-62. https://doi.org/10.4324/9780203010679.ch2

Osama Mohammed, Hamoud Al-Otaibi (2005) Obstacles marketing banking service and its impact on customer satisfaction with commercial banks in Kuwait. 1-5.

A. Parasuraman, Valarie Zeithaml, Leonard Berry (1985) A Conceptual Model of Service Quality and Its Implications for Future Research. 49(4), 41-50. https://doi.org/10.1177/002224298504900403

Samir Ahmad, Abu Zneid (2009) The impact of the marketing mix on customer satisfaction "A field study on the commercial banks in the West Bank in Palestine. XIII(I), 233-212.

Robert Westbrook, Michael Reilly (1983) Value-Percept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction. 256-261.

Willard Hom, M. (2000) Willard Hom, M.B.A An Overview of Customer Satisfaction Models Interim Director of Research.