THE MEDIATING ROLE OF BANK TRUST IN THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION IN PALESTINIAN COMMERCIAL BANKS

Abstract

The study aimed to examine the mediating role of bank trust in the relationship between service quality and customer satisfaction in Palestinian commercial banks. Adopting a descriptive-analytical methodology, the research focused on customers of Palestinian commercial banks in Hebron as the study population. A sample of 471 participants was selected, and data was collected using validated questionnaires to measure service quality, bank trust, and customer satisfaction. 

The findings revealed that the levels of service quality, bank trust, and customer satisfaction in Palestinian commercial banks were high. The study identified statistically significant positive correlations between service quality and customer satisfaction, bank trust and customer satisfaction, and service quality and bank trust. Importantly, the results demonstrated that bank trust partially mediates the relationship between service quality and customer satisfaction, enhancing the overall impact of service quality on satisfaction. 

Based on the results, the study recommends that banks prioritize transparency, communication, and employee training to strengthen trust and improve service quality, thereby increasing customer satisfaction.