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

International Journal of Engineering and Information Systems (IJEAIS), 1(8),36-57

22 Pages Posted: 22 Nov 2017

See all articles by Amal A. Al-Hila

Amal A. Al-Hila

Palestine Technical College - Department of Management and Financial Business

Eitedal M. S. Alhelou

University of Palestine

Mazen J. Al Shobaki

Israa University

Samy S. Abu Naser

Al-Azhar University, Gaza, Palestine

Date Written: November 18, 2017

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: Quality, Banking Services, Financial Transformation, Marketing Performance, Banks, Gaza Governorates

Suggested Citation

Al-Hila, Amal A. and Alhelou, Eitedal M. S. and Al Shobaki, Mazen J. and Abu Naser, Samy S., The Quality of Banking Services in Light of the Financial Transformations and Their Impact on the Marketing Performance of the Banks in Gaza Strip (November 18, 2017). International Journal of Engineering and Information Systems (IJEAIS), 1(8),36-57, Available at SSRN: https://ssrn.com/abstract=3073587

Amal A. Al-Hila

Palestine Technical College - Department of Management and Financial Business ( email )

Dair Al Balah
Palestine

Eitedal M. S. Alhelou

University of Palestine ( email )

Al Zahra City, Gaza
Palestine

Mazen J. Al Shobaki

Israa University ( email )

Al Zahra City_ Gaza
Gaza
Palestine

HOME PAGE: http://https://ar.israa.edu.ps/

Samy S. Abu Naser (Contact Author)

Al-Azhar University, Gaza, Palestine ( email )

Jamal A. El Naser St.
Gaza, P.O. Box 1
Palestine

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