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首页> 外文期刊>International journal of productivity and quality management >Banking service quality provided by commercial banks and customer satisfaction. A structural equation modelling approaches
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Banking service quality provided by commercial banks and customer satisfaction. A structural equation modelling approaches

机译：商业银行提供的银行服务质量和客户满意度。结构方程建模方法

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The purpose of this paper is to examine the impact of the constructs of service quality and customer satisfaction in commercial banks operating in Jordan. The study finds that the order of importance of the dimensions of service quality tested here is: assurance; reliability; tangibles; empathy; and responsiveness. Customers' satisfactions are mostly influenced by the service quality. Customers indicated high satisfaction with the five dimensions of service quality. This finding reinforces the need for banks managers to place an emphasis on the underlying dimensions of service quality, especially on assurance, and should start with improving service quality in order to raise customer satisfaction. Managers should be aware that, among the various dimensions of service quality, assurance was especially significant in fostering satisfaction for the customers of Jordanian commercial banks. It is apparent that focusing on delivering high quality services, and improve service quality effectively is critical for customer satisfaction.
机译：本文的目的是研究服务质量和客户满意度结构对在约旦运营的商业银行的影响。研究发现，此处测试的服务质量维度的重要性顺序为：保证；可靠性;有形同情;和响应能力。客户的满意度主要受服务质量的影响。客户对服务质量的五个方面表示高度满意。这一发现加强了银行经理们对服务质量的内在维度（尤其是保证）的重视，并应从提高服务质量开始，以提高客户满意度。管理人员应意识到，在服务质量的各个方面中，保证对于提高约旦商业银行客户的满意度尤为重要。显然，专注于提供高质量的服务并有效地提高服务质量对于客户满意度至关重要。

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