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The Impact of Information Technology on Banking Service Quality A Field Study on the Branches of the Commercial Bank of Syria- Latakia

أثر تكنولوجيا المعلومات في جودة الخدمة المصرفية دراسة ميدانية على فروع المصرف التجاري السوري باللاذقية

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 Publication date 2015
and research's language is العربية
 Created by Shamra Editor




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The research aims to study the impact of information technology on the quality of banking services in the branches of the Commercial Bank of Syria province of Latakia. To achieve the objectives of the research, a questionnaire was developed and distributed to 201 workers, and (183) questionnaire were suitable to analyze, a response rate (91.04%), and based on applying simple regression to assess the relationship between the information technology and the quality of banking service dimensions, the research found the following results: 1- There is a strong and positive correlation between the hardware equipment and the quality of banking service, where it was found that (79.7%) of the discrepancy in the quality of banking services is explained after the equipment. 2- There is a strong and positive correlation between a online banking service and service quality, it was found that (69.2%) of the discrepancy in the quality of banking services is explained after the Internet. 3- There is a strong and positive correlation between communications and banking service quality, where it was found that (65.9%) of the discrepancy in the quality of banking services is explained after the communication. 4- There are acceptable and positive correlation between post-efficiency of human resources and banking service quality, where it was found that (59.9%) of the discrepancy in the quality of banking services is explained by the efficiency of human resources.



References used
Pollock, Neal, Knowledge management and information technology (Know-IT Encyclopedia), 2002
Griffin, R.W., Management, 6th ed. By Houghton Mifflin Co, Boston, 1999, 673
Turben, Afraim Miclean, Ephraim, Information Technology for Management 2nd ed, Colfornia, Vsa, 2000, 19
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The research aims at finding out the role of the electronic banking services provided by the Commercial Bank of Syria in increasing customers' satisfaction, as well as focusing on customers' satisfaction because of its importance and its role in ac hieving the competitive advantage in the delivery of services in the banking sector, which represents an area of competition between public banks and private banks. Also, it aims at stating the extent of the employees' participation in the bank under study regarding their eagerness to achieve customers' satisfaction. At the end, the research presents a summary of the most important findings. It also presents some proposals and recommendations that will further improve the level of electronic banking services and achieving customers' satisfaction inorder to compete at a global level through a field study using a questionnaire designed for this purpose.
The research presents a study and evaluation of the current situation of the Commercial Bank of Syria and the mechanism for implementation of its operations and goals to be achieved, through Balanced Scorecard also provides an explanation of the c oncept of Balanced Scorecard in terms of its dependence on four aspects are (financial - customers - internal processes- learning and growth). The study reached the following conclusions: that the bank has succeeded in achieving its objectives in profitability and security of banking, but it did not succeed in satisfying customers, in achieving the goal of improving internal operations, and it did not succeed in achieving learning and innovation in procedures and staff . The research was presented a set of recommendations including: Adoption of the concept of Balanced Scorecard in performance measurement and deepen his understanding of the culture of the bank, the need to focus attention to customers and their proposals and to achieve satisfaction, the need for attention to improving the quality of banking operations and provide services without errors as soon as possible, and to focus attention to human resources at the bank and enable work to increase the degree of employee satisfaction and improve productivity.
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The research evaluates organizational culture of Commercial Bank of Syria through assessment of its basic components of : beliefs regulatory, organizational values , organizational expectations , prevailing regulatory norms. Research results show t hat organizational culture is not convenient with the requirements of administrative innovation. The research presented a set of recommendations including: work to get rid of routine procedures that constitute the main obstacle to completion and provide creative ideas , improve the general climate and create an internal environment suitable for creative thinking required message to the bank and develop a plan and strategy translates this message to the values and clear and encouraging the creative process , configure the work teams and staff training on modern technological means to enhance the opportunities for administrative creativity.
The study aimed to know the effect of the governance of technological activities in the banks under study on the quality of loan portfolios provided to their clients and to achieve the purpose of this study, a questionnaire was designed and distribut ed to workers in the private Syrian banks from administrative levels (managers, internal auditor, head of department, head of department) . The study sample consisted of (180) valid observations for the analysis, and using the appropriate statistical methods to transmit the data, the study reached the following: The presence of an impact of information technology governance at the level applied in the Syrian banks under study in accordance with the COBIT framework in its four fields combined, and individually, on the quality of the loans portfolios of those banks.
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