Researcher Mohnad Ahmad Abu Daqr, a student in the Strategic Planning and Fundraising program at Arab American University Faculty of Graduate Studies, defended his thesis, titled “The Role of Customers Satisfaction in Mediating the Impact of Customer Relationship Management on Long-term Customers Loyalty in the Banking Industry in North West Bank- Palestine”.
In the thesis, he pointed to the customer satisfaction impact on their loyalty in banking sector through implementing managing system for customer relationship in the sector. Pointing to its importance in achieving customers’ satisfaction, which is the reason behind their loyalty to banks in Palestine.
Abu Daqr recommended that banks in Palestine contact customers to identify their needs and the offers that suit them, for greater customers’ loyalty. Also through updating and developing the consumers’ database with the latest available and advanced tools that determine their needs.
By the end, the committee of thesis supervisor and head of committee Dr. Raed Ireqat, AAUJ internal examiner Dr. Majeed Mansour and external examiner from Al-Quds Open University Dr. Attyeh Muslseh, decided to give Mohanad Abu Daqr a master degree.