Due to the rapid expansion in banks and the severe competition for customers' retention, banks have started using various marketing strategies to achieve their objectives. Customer Relationship Marketing is one of the marketing strategies that may be used in this respect. The study aims to investigate the impact of Customer Relationship Marketing on Customer Satisfaction in Banking Industry in KSA and Jordan. An e-mail questionnaire was designed and sent to 500 hundred customers of Arab Bank in KSA and Jordan, creating two sample pools of respondents. A total of 151 of the collected questionnaires were valid. The study findings show medium to high degrees of positive attributes of the two samples toward Customer Relationship Marketing dimensions (trust, commitment, communication, empathy, social bonding and fulfilling promises) on customer satisfaction. The findings also indicate different attitudes regarding the importance of Customer Relationship Marketing dimension between the two samples. The findings also indicate different results regarding the impact of Customer Relationship Marketing on customer's satisfaction due to gender, age and educational level. Ultimately, the study suggested that Arab bank, whether in the study's two selected countries, or in other countries where it has branches and operates from, should apply Customer Relationship Marketing in order to maintain its market share in the market.

This study aims at investigating the relationship between internal marketing and service quality to customers' satisfaction in Jordan commercial banks, through answering the following questions: Do commercial banks in Jordan apply the appropriate concept of internal marketing? What are the possible procedures that can be applied in the banking sector? Is there any relationship between bank services quality and customer satisfaction?In order to achieve the study objectives, two questionnaires were designed and distributed over two samples of Jordan bank employees and customers totaling (231) and (384) respectively. The questionnaires were collected and analyzed by using the SPSS. The study's conclusions are as follows: -Study's sample attitudes were positive towards internal marketing (service culture, human resources development, motives system and rewards) totaling (0.5693) more than virtual mean -Study's sample evaluations were positive towards internal marketing procedures from employees perspectives since its mean is more than the virtual mean (3), totaling (0.6935).-Study's sample attitudes were positive towards banking service quality represented by (tangibility, reliability, responsiveness, assurance, empathy), since evaluations before benefiting from the banking service were (3.566) i.e. (0.566) more than the virtual mean, while after benefiting, the evaluations were (0.778) more that the virtual mean.

This study aims to understand the effect of applying quality fundamentals in the airline companies working in the Jordanian market, as well as to understand the most prominent obstacles to applying these basic elements of quality fundamentals. The study includes all airline companies working in Jordan, where (90) questionnaires were distributed to a study sample based on this universe. Of these, some 60 good questionnaires were received and analyzed. This study came to the following conclusions. Where the philosophy of service quality management was applied, this had a signifi cant impact on (1) the profi tability of airline companies, (2) the annual growth of sales of airline companies, and (3) reduction in quality costs in airline companies. This is additionally demonstrated by a positive correlation between the degree to which the philosophy of service quality management was applied and (4) the increase in profi tability of airline companies (excluding ' work difference ' ), (5) the annual growth of sales in airline companies (excluding ' focusing on customer ' ), and (6) the decrease in quality costs in airline companies.