The Impact of the Behavior of Banks Workers Regarding Customer Confidence from their Perspective Case Study: Jordan Ahli Bank

Zainab Nabelsi, Ishaq Sha'ar

Abstract


Since banks continuity and durability is associated with the level of savings customers, we have to search for causes that affect the decision of the size of the savings deposited in banks, also the bad workers' behavior which is not acceptable leads to the reluctance of clients to deal with the bank; hence the lack of loans and deposits and lower profitability.
So this study aims to identify the impact of the behavior of banks workers regarding customer confidence from their perspective, to shed light on the level of impression Bank (trust, quality, and customer satisfaction). Also, to study the level of workers performance represented by (possibility of providing services to customers, in addition to good reception and sympathy for them, the method of service delivery, confidentiality in handling, transparency, and speed of delivery, identify whether there are differences in the level of the behavior for workers in banks attributable due to demographic variables.
The study population consisted of Jordan Ahli Bank's clients in the Central Region, 300 questionnaires have been distributed to clients of Jordan Ahli Bank, (235) have recovered, where (18) questionnaires are excluded due to the lack of validity, and therefore, only (217) questionnaires subject to the analysis (217).
The study relied on descriptive analytical method. The results showed that there is a positive significant impact of workers behavior on customer confidence, and hence, a positive impression about the bank. Also, the level of workers positive behavior is represented by (providing services for customers, good reception, sympathy, and style service delivery, confidentiality in handling, transparency, and speed of delivery). In addition, the results indicated that there are no significant differences in the level of the behavior for workers in banks attributable due to demographic variables.

Keywords


Worker's Behavior, Banks, Customers Trust

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