I would like to express my deepest appreciation to Dr. Rushdy A.

Wady, for providing excellent guidance,

generous supports, and continuous encouragements throughout my research. His suggestions and
comments were of great value in writing of this study. I would also like to thank Professor. Majed El
Farra dean of faculty of commerce and Dr. Sami Abu El Roos for their endless effort in the discussion of
this study. My sincere appreciation to Dr. Samir Safi who statistically analyzed this study and provided
me with valuable advice. My sincere appreciation to my colleagues in CMWU - customer services
department especially Mr. Esmael Jaber for his efforts in distributing and collecting the questionnaires. I
would also like to thank the Faculty of Commerce for all of their support and feedback during my study.