Customer Satisfaction with the Quality of Banking Services

Résumé

This study aimed to measure customer satisfaction with the quality of banking services in commercial banks in the city of Tripoli, through the research problem, which is represented in identifying the dimensions of the quality of banking services (tangible physical aspects, reliability, responsiveness, trust, empathy) and their impact on customer satisfaction of commercial banks in Tripoli. As for the field aspect of the research, it was applied to commercial banks in the city of Tripoli, where a sample of (310) customers of commercial banks in Tripoli was selected. (310) questionnaires were distributed and (290) questionnaires were retrieved, all of which are valid for the purposes of statistical analysis, which represents 93.5%. This study reached a number of results, the most important of which are 1- There are statistically significant differences between the quality of banking services provided and the satisfaction of commercial banks’ customers 2- There is a positive and statistically significant effect of the quality of actual banking services provided by commercial banks on the satisfaction of their customers The study recommended some recommendations including: 1- The need for the management of commercial banks to work to narrow the gap between customers’ expectations for the level of quality and the actual services provided to them in order to achieve customer satisfaction. 2- Work on adopting the bank departments under study as a marketand customer-oriented philosophy, so that the banks’ goal is to gain and retain customers and satisfy their desires as a means of achieving customer satisfaction.