The Quality of Banking Services in Light of the Financial Transformations and Their Impact on the Marketing Performance of the Banks in Gaza Strip

Amal Al Hila (), Eitedal Alhelou, Mazen Al Shobaki and Samy S Abu Naser
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Amal Al Hila: Department of Management and Financial Business - Palestine Technical College
Eitedal Alhelou: University of Palestine
Samy S Abu Naser: Department of Information Technology - AUG - Al-Azhar University [Gaza]

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Abstract: This study aimed to investigate the effect on the quality of banking services marketing performance of banks operating in the Gaza Strip in light of the financial transitions from the perspective of employees, and the disclosure of the relationship between the quality of banking services and marketing performance from the perspective of employees and customers. The researcher used descriptive and analytical approach, and the study population of employees and customers at Bank (Palestine Limited, Palestinian Islamic, housing, Jerusalem, the Arab Bank), and the study tool is a questionnaire applied to a simple random sample of employees and customers have been obtained (97) questionnaire rate of recovery (97%) to identify the employees, the customers have been recovered (141) questionnaire by recovery (78%). the results of the study showed a statistically significant relationship between the quality of banking service and financial shifts in operating in the Gaza Strip banks from the perspective of employees, and between financial transformations and marketing performance of banks operating in the Gaza Strip from the perspective of employees, and the quality of banking service and marketing performance in banks operating in the Gaza Strip from the standpoint of employees, customers, and that there is the effect of a statistically significant for the quality of banking services on the marketing performance of banks operating in the Gaza Strip in light of the transformations Finance from the perspective of employees. And changing the mediator of financial shifts weaken the impact of the quality of banking services and the marketing performance. One of the main recommendations: to work on open communication channels between banks and customers departments to keep the banking institutions more flexible and responsive to the aspirations of the entire banking customers about the services provided and it will contribute to the improvement of marketing performance.

Keywords: Marketing Performance; Financial Transformation; Banking Services; Quality; Gaza Governorates; Banks (search for similar items in EconPapers)
Date: 2017
New Economics Papers: this item is included in nep-ara and nep-mkt
Note: View the original document on HAL open archive server: https://hal.science/hal-01628896
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Citations: View citations in EconPapers (2)

Published in International Journal of Engineering and Information Systems, 2017, 1 (8), pp.36-57

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