April 30, 2017
The study aims to assess the services provided by banks and exchange shops to visitors of Madinah during Hajj time. Based on two samples, data about banking services was collected from 100 bank branches /exchange shops, and 887 visitors (customers). The findings revealed that the most frequent services provided to visitors during Hajj time are: money transfers, bill payments, bank credit requests, bank accounts opening and money exchange. It also showed that the period of Hajj raises the employment rate in banking sector as the city flooded by visitors in such religious seasons. It was found that the East Asian nationalities in particular are the most visitors who demand for banking services. The study, on the other hand, indicates that most of visitors are of low income level. As for assessment of banking services, findings discovered, in general, above average level of satisfaction towards banking services. High level of satisfactions were perceived towards services such as: modern furnishings, appearance of staff, Commitment to implement the services timely and properly, readiness to assist customers and care for them individually and give them enough time. However, banking services like attraction of physical facilities, Interest in finding solutions to the problems facing visitors and appreciation of customers’ needs. As for the significance of socioeconomic characteristics in determining level of satisfaction, the study found nationality, age, level of education and occupation are statistically significant variables, as well as variables such as frequency of visit and arrival destination.