يهدف البحث إلى دراسة أثر تكنولوجيا المعلومات على جودة الخدمة المصرفية في فروع المصرف التجاري السوري بمحافظة اللاذقية, و لتحقيق أهداف البحث تمّ تطوير استبانة و توزيعها على (201) عامل, و أعيد منها (183) استبانة, بنسبة استجابة بلغت (91.04%), و بالاعتماد على تحليل الانحدار البسيط تمّ دراسة العلاقة بين أبعاد تكنولوجيا المعلومات و جودة الخدمة المصرفية, و توصل البحث للنتائج الآتية:
1- هناك علاقة ارتباط قوية و موجبة بين بعد الأجهزة المعدات و جودة الخدمة المصرفية, حيث تبين أنّ (79.7%) من التباين الحاصل في جودة الخدمات المصرفية يفسره بعد الأجهزة و المعدات.
2- هناك علاقة ارتباط قوية و موجبة بين بعد الانترنت و جودة الخدمة المصرفية, حيث تبين أنّ (69.2%) من التباين الحاصل في جودة الخدمات المصرفية يفسره بعد الانترنت.
3- هناك علاقة ارتباط قوية و موجبة بين بعد الاتصالات و جودة الخدمة المصرفية, حيث تبين أنّ (65.9%) من التباين الحاصل في جودة الخدمات المصرفية يفسره بعد الاتصالات.
4- هناك علاقة ارتباط مقبولة و موجبة بين بعد كفاءة الموارد البشرية و جودة الخدمة المصرفية, حيث تبين أنّ (59.9%) من التباين الحاصل في جودة الخدمات المصرفية يفسره كفاءة الموارد البشرية.
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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