A Study of Benchmarking Influence on Customer Satisfaction

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.