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The impact of some factors on Customers Loyalty in The Commercial Banks

أثر بعض العوامل على ولاء العملاء في المصارف التجارية دراسة ميدانية على مصرف بيمو السعودي الفرنسي

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




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In given the great developments in the banking environment and increased competition between banks, maintaining the existing customers of the banks has a great interest by the banks, in the sense that they prevent their move to deal with other banks, as well as attract new customers. this research attempts to examine The impact of some of factor like trust and service quality on customer loyalty in BBSF.


Artificial intelligence review:
Research summary
تتناول هذه الدراسة أثر بعض العوامل على ولاء العملاء في المصارف التجارية، مع التركيز على مصرف بيمو السعودي الفرنسي. تهدف الدراسة إلى تحليل مدى تأثير ثقة العملاء وجودة الخدمة على ولاء العملاء للمصرف. تم تصميم استبيان لهذا الغرض وتوزيعه على عينة من عملاء المصرف، حيث بلغ عدد الاستبيانات الصالحة للتحليل 190 استبانة. تم تحليل البيانات باستخدام برنامج SPSS 21. أظهرت النتائج وجود علاقة إيجابية وقوية بين ثقة العملاء بالمصرف وجودة الخدمة وولاء العملاء. بناءً على هذه النتائج، أوصت الدراسة بضرورة تعزيز الثقة بين المصرف والعملاء وتحسين جودة الخدمات المقدمة للحفاظ على ولاء العملاء وزيادة رضاهم.
Critical review
تعد هذه الدراسة خطوة مهمة في فهم العوامل المؤثرة على ولاء العملاء في المصارف التجارية، ولكن هناك بعض النقاط التي يمكن تحسينها. أولاً، كان من الأفضل توسيع نطاق الدراسة لتشمل مصارف أخرى للحصول على نتائج أكثر شمولية. ثانياً، كان من الممكن استخدام أساليب تحليلية أكثر تنوعاً لتعزيز دقة النتائج. ثالثاً، لم تتناول الدراسة بشكل كافٍ تأثير العوامل الديموغرافية مثل العمر والجنس والدخل على ولاء العملاء، وهو ما يمكن أن يكون له تأثير كبير. وأخيراً، كان من الممكن تقديم توصيات أكثر تفصيلاً وقابلة للتنفيذ لتحسين جودة الخدمة وزيادة ولاء العملاء.
Questions related to the research
  1. ما هو الهدف الرئيسي من الدراسة؟

    الهدف الرئيسي من الدراسة هو تحليل مدى تأثير ثقة العملاء وجودة الخدمة على ولاء العملاء في مصرف بيمو السعودي الفرنسي.

  2. ما هي الأدوات المستخدمة لجمع البيانات في الدراسة؟

    تم استخدام استبيان لجمع البيانات من عينة من عملاء مصرف بيمو السعودي الفرنسي، وتم تحليل البيانات باستخدام برنامج SPSS 21.

  3. ما هي النتائج الرئيسية التي توصلت إليها الدراسة؟

    أظهرت الدراسة وجود علاقة إيجابية وقوية بين ثقة العملاء بالمصرف وجودة الخدمة وولاء العملاء.

  4. ما هي التوصيات التي قدمتها الدراسة بناءً على النتائج؟

    أوصت الدراسة بضرورة تعزيز الثقة بين المصرف والعملاء وتحسين جودة الخدمات المقدمة للحفاظ على ولاء العملاء وزيادة رضاهم.


References used
Akhter ,W. et al .(2011) factors affecting customer loyalty in Pakistan. African Journal of Business Management,5(4):1167 – 1174
Ali ,R. et al .(2014) Factors Influencing Customer Loyalty of Banking Industry :Empirical Evidence from Pakistan .International Journal of Learning & Development , 4 (2) : 9 – 26
Aliabadi ,B. et al.(2013) Design and explain the factors affecting customer loyalty in online banking. International Research Journal of Applied and Basic Sciences , 4(9):2782 – 2791
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