%0 Journal Article
%T A Study of Benchmarking Influence on Customer Satisfaction
%A Dr.Hasan Ali Al-Zubi
%A Khaled Bany Hamdan
%A Hasan Ali Al-Zubi
%J International Journal of Business and Management
%D 2012
%I 
%R 10.5539/ijbm.v7n8p108
%X 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.
%U http://www.ccsenet.org/journal/index.php/ijbm/article/view/14370