The Impact of Strategic Planning on the Performance of Palestinian Banks رسالة ماجستير

Abstract

This study aims to investigate the impact of strategic planning on performance in Palestinian banks and to answer one main question which is: what is the impact of strategic planning on financial performance, customer service processes, as well as internal business processes in banks. The researcher applied an analytical descriptive approach to reach generalizations that is caused by a specific pattern which provides clear analysis of the topic. The sources to collect information and data used in the study are primary and secondary data. To achieve the objectives of the study, a questionnaire was distributed to employees in senior levels (section head and above) in five main banks operating in the Palestine, which are: Bank of Palestine, Arab Bank, The National bank, Quds Bank, and Palestine Islamic Bank. The banks were selected based on the highest market share in terms of net direct facilities in 2017. The study concluded that there is a high level of strategic planning in the banks participated in the study, from the point of view of managers and senior employees, in addition to a clear good level in the banks’ performance, where performance was high in the dimensions of financial, customer service, and internal operations, and it was moderate in the learning and growth dimension. Moreover, the study concluded that there is a positive relationship between strategic planning and the four dimensions of performance. Based on the results of this research, the researcher recommended that it’s necessary to involve employees in banks in the preparation of strategic plans, and the management of Palestinian banks should pay more attention to developing the elements of strategic planning because there is a positive impact of strategic planning on the performance in banks participated in the study.