دراسة بعض أبعاد جودة الخدمة ودورها في رضا الزبون -دراسة تطبيقية في مصرف بابل الأهلي في محافظة النجف الأشرف

Abstract

Service quality  is particularly important for business organizations as the environmental complexity and severe competition and rapid change in the needs and desires of customers pay these organizations to work on raising the level of efficiency and effectiveness of their performance to ensure the achievement of its goals in the lead and discrimination.

   As  a result  banking organizations can adopt in particular the basic concepts of quality of service and use the tools necessary to move away from traditional formulas in the banking business and the best events in the banking services provided to customers and means change.

   The researchers have  dealt with this research independent variable (Quality of Service) dimensions (tangibility, reliability, responsiveness, Security, empathy), adopted and variable (customer satisfaction) and under the above adopted Find approach descriptive and analytical and work compared to the importance of research variables and the interpretation of the impact of the quality of service in customer satisfaction and goal Find to answer a range of questions as it has been the light of building the theoretical framework of the research and the formulation of hypotheses to test correlations and influence was based on research to set standards ready after it has been developed and adapted for the purposes of this research has been the data collected from the research sample amounting to (132) customer in the branches of Bank Babylon in the province of Najaf The research methods using descriptive statistics and program adopted (SPSS 18).