Customer Satisfaction Quality in Banking Sector

Abstract

Service sector generally and the banking sector particularly is facing a high level of challenges, especially with the level of customer expectation. Therefore, banks have started to improve their service quality. Technology progress and growth contributed significantly to changing the way of banking services, so customer satisfaction. Due to immense competition, banking is a customer-focused service industry, and customer happiness has become the most vital pillar of any banking business. The study aims to determine the main factors are enhancing customer satisfaction quality in the banking sector. To address the study's questions and evaluate hypotheses, a quantitative technique was adopted to answer questions and test hypotheses. About (8) interviews were conducted with managerial levels and (250) questionnaires were distributed to the banking sector customers using the Simple Random Sample technique to achieve the research purposes in Jordan using the banking sector as a case study. (173) questionnaires were valid for analysis, based on the Statistical Package for Social Sciences (SPSS. V.26). The findings of the research revealed that there is a significantly positive impact of reliability, technology aspects, assurance, responsiveness, employee competence, security and privacy on customer satisfaction quality in the banking sector. The research results confirmed the importance of providing the services error-free to enhance customer satisfaction and increase loyalty. The website should contain information that serves customers and employees should be able to provide appropriate assistance to customers and maintain the confidentiality of customer information and data. Finally, use electronic protection software and constantly update the electronic applications banking sector.