The Impact of Organizational Commitment on the Quality of Banking Services (A Field Study on the Branches of Jumhouria Bank in Tripoli City)

Abstract

This research aimed to identify the level of organizational commitment among employees in the banking institution, it also aimed to ascertain customers' perspectives on the quality of services provided by the banking institution, as well as measuring the impact of organizational commitment dimensions on the quality of banking services provided to customers by the banking institution. The research followed the descriptive-analytical approach, and primary data was collected through questionnaires as the main research tool. The research population consists of all branches of Jumhouria Bank in Tripoli city, numbering (15) branches, which include approximately (470) individuals, where a simple random sample of (100) individuals was taken, and questionnaires were distributed to them. (88) questionnaires were retrieved from the distributed ones, and after examining the questionnaires, (3) were excluded for being insufficient for analysis, thus, the number of questionnaires subjected to analysis is (85), representing (85%) of the distributed questionnaires. In parallel, a purposive sample of (100) customers was taken, and questionnaires were distributed to them to measure the quality level of the banking services provided. (93) questionnaires were retrieved from the distributed ones, and after examining the questionnaires, none of the retrieved ones were excluded, thus, the number of questionnaires subjected to analysis is (93), representing (93%) of the distributed questionnaires, where...