RELIABILITY OF SERVICE PROVIDER EMOTIONAL EMPATHY IN IMPROVING CUSTOMER RESPONSE: APPLIED STUDY IN CIVIL BANKS OPERATING IN AL-QADISIYA GOVERNORATE

Abstract

In order to collect data, a sample of the clients was surveyed for a group of private banks operating in Al-Qadisiya governorate. He distributed 150 forms to clients, and after retrieving the forms it became clear that the forms that are valid for analysis were represented by 133 forms, indicating a response rate of 89%, and in order to achieve study goal, a number of methods were used to test the application side of study, and the most common of these methods represented in the arithmetic mean and the standard deviation. The results showed that there is a moral correlation to the Emotional Empathy of the service provider and the customer's response to the service. In addition, there is a negative impact on the emotional apathy of the service provider in order to show the informed banks' awareness of the importance of developing the capabilities of the service providers with a view to improving their ability to deal with and satisfy the customer's tastes and requirements, which will guide the customer's awareness of the bank's role in putting more time, efforts and funds from This contributes to the customer's response to the services provided by the bank.