| المستخلص: |
This study aimed at measuring the extent of the banks satisfaction of the clients in Jordan about the modem bank services given by the banks, whereas the study's society included all the Jordanian banks clients, the commercial banks were 21 banks. A random sample of (400) Jordanian banks clients was chosen where questionnaires for the study have been distributed among them. (356) QUESTIONNAIRES ABLE to analyze were recovered where as the response rate reached 89%. The following statistical methods have been used to analyze the hypothesis: the descriptive statistics, one sample T-test, for Independent Samples, Shave test, Paired Sample T-test and Independency. The most important results reached to are: 1) The banks clients in Jordan are satisfied with the actually modem bank, service quality offered. 2) the banks clients in Jordan are satisfied with the modem bank service expected quality 3) there are differences between the satisfaction of offered quality expected and their satisfaction toward the bank service quality. 4) the causes of the differences in the level of the clients satisfaction with the level of the actually modem bank service offered quality are: (gender, educational qualification) the period of time of their dealing with the bank monthly income average, age category, and the bank nationality (Jordanian/ non- Jordanian). Many recommendations have been gives; most important of them are: , 1) Concerning on following the notices, complaints and suggestions of the clients in a way which contributes in resolving them and reinforces the satisfaction of clients toward them. 2) Providing administrations believing in the importance of good bank service for clients and that the client is the basis of the bank work. 3) Since the bank employer is the appearing face of the bank and is considered to be spokesman of the bank, a qualified personnel able to communicate with clients, understand what the client needs and net his desires as quickly and accurate as possible should be appointed. Moreover, this personnel should be trained and developed continuously to walk with the accelerated technical development. 4) Giving a good advertisement for introducing the bank and its services by all the available methods either newspapers, magazines, giving awards.. .etc. 5) Putting the essential plans for empowering the client of having the service as quickly as possible and with less cost and effort possible (such as increasing the number or automatic machines, and providing credit cards). Moreover, the bank should walk with the technical development to be able to achieve a good competitive position among the other banks. 6) Having automatic systems in the banks which don't have them in order to have a balanced situation in the financial market and according to the financial, technical and human powers.\
|
