A Study of Benchmarking Influence on Customer Satisfaction

Dr.Hasan Ali Al-Zubi, Khaled Bany Hamdan, Hasan Ali Al-Zubi

Abstract


This study aims to investigate the influence of benchmarking on the outcomes of customer satisfaction, loyalty
within the Jordanian banks.
The study population consists of employees working in them. A simple random sampling technique was used to
select the respondents surveyed for this study with a total of 188 questionnaires administered to the chosen
respondents.
Statistical tools were used to test the hypothesis. The findings of this study indicate that there is a significant
positive influence of benchmarking (Measurement, Comparison, Learning, and Adaptation) on customer
satisfaction, the study also shows that customer satisfaction has a significant influence on customer loyalty
within these banks.


Full Text: PDF DOI: 10.5539/ijbm.v7n8p108

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This work is licensed under a Creative Commons Attribution 3.0 License.

International Journal of Business and Management   ISSN 1833-3850 (Print)   ISSN 1833-8119 (Online)

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