A Study of Benchmarking Influence on Customer Satisfaction

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


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
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.

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DOI: https://doi.org/10.5539/ijbm.v7n8p108

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