Availability of factors influencing customers satisfaction

The aim of this study is to identify the Availability of factors influencing customers satisfaction and their effect on customers satisfaction in Palestinian Islamic banks in Ramallah. The main objectives of this study are to know the effect of factors: social and physical environment, customer expectations, customer feedback, E- banking services, and customer behavior, on customer satisfaction in Palestinian Islamic banks in Ramallah. Data collected from questionnaire will be analyzed through SPSS statistical program, by showing the relationships between dependent and independent variables will held by regression, t-tests, one-way a nova and correlation analysis. Social& physical environment, customer expectations, customer feedback, E-Banking, customer behavior (independent variables) will be discussed to find how correlated to customer satisfaction (dependent variable) which hope that significantly will lead to results and recommendations for banks manage.

Autorentext

Sara Hassouneh, Forscherin mit Master-Abschluss in Betriebswirtschaftslehre, Bachelor-Abschluss in Massenmedienkommunikation, Journalistin.