Employees and Customers Satisfaction in UAE Banks

ISBN-13: 9783843391559 / Angielski / Miękka / 2017 / 168 str.

Abdelkarim Kitana

Opis

Employees' satisfaction and customers' satisfaction are an area of interest for the management and leadership in all types of organization and companies, but more so in the service sector,because the core business is the customers, without customers there is no profit and the service sector experiences has a shortage of customer satisfaction and lack of employees' satisfaction.This quantitative study investigated the relationship between the employees' satisfaction and customers' satisfaction in the Islamic and conventional banks of United Arab Emirates.No previous study has founded on any of Islamic banks and conventional banks in UAE.A survey undertaken of 308 employees and 301 of customers and the relation of different variables with employees' satisfaction and customers' satisfaction researched.The results showed employees at Islamic banks are more satisfied with work more than conventional banks, moreover, employees of Islamic banks stated that the most three factors satisfy them are communication with staff, work environment and appreciation. In addition to, employees at Islamic banks are looking for more benefits, increasing number of the staff and better team of management.

O autorze

Abdelkarim Kitana has graduated from Girne American University. Has PhD in Business Management. He is an assistant professor in Human Resource Management and is teaching in City University College of Ajman since 2015. He wrote many researches in HRM field and attended two conferences.