The effect of recruitment, training and performance appraisal on the satisfaction of palestinians Insurance Customers: A proposed framework

Insurance plays particular part in economy development around the world, but in Palestine, this vital sector is not functioning well, and one of the reasons behind its performance is the satisfaction of insurance customers. Customer satisfaction is affected by many variables. And this paper focuses on Recruitment, Training and Performance Appraisal. Since, there is a debate in literature about the significant relationship between human resource practices on customer satisfaction. Based on that, this paper clarifies the role recruitment and selection, training and performance appraisal in customer satisfaction. And it proposes a framework for this relation, further, this paper focuses on Palestinian insurance sectors and satisfaction of its customer, this issue wasn't studied before in this country according to the literature review, finally this suggests new training model which is passport to success, it was adapted by Palestinian experts to be fit with the Palestinian environment.