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Register a new userThe 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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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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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.
Banking information systems are essential necessities imposed by economic, social
and technical developments which taking place in the banking market world, where these
systems and techniques have an impact obviously on the banks because it depends
on the
digital technology to deliver the banking services to their applicants , which has led to
increase the quality and effectiveness the performance of services , processes and
marketing banking mix and make it more efficient and effective which will be increasing
and improving customer satisfaction for banking services applying.
Thus information systems play major role among private banks in Syria, through
their ability to improve the marketing performance of the bank and provide services and
products of high quality and low costs by redesigning operational banking, customer
contact quickly and provide significant data and information for customers consumption
patterns efficiently and effectively, which enabled the bank managers to take advantage of
this information in develop of plans and programs for improvement the quality of the
banking services performance provided, and increase the degree of satisfaction and loyalty
among customers by focusing on the efficiency and skill of banking services staff, in this
case we can facilitate the process of delivering the service to customers in the right way.
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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