Subscribe to the gold package and get unlimited access to Shamra Academy
Register a new userThe Influence of Appling Information Technology on the Quality Performance of Services in the Private Banks (Field study on Syrian Private Banks)
أثر تطبيق نظم المعلومات على جودة أداء الخدمة المصرفية (دراسة ميدانية على المصارف الخاصة السورية)
6030
14 298
0
(
0
)
Authors
يونس يوسف عواد( باحث )
Created by
Shamra Editor
Ask ChatGPT about the research
تعتبر نظم المعلومات المصرفية ضرورة أساسية من الضرورات التي فرضتها التطورات التكنولوجية الإقتصادية و الإجتماعية و التقنية التي تشهدها السوق المصرفية العالمية، حيث استطاعت هذه الأنظمة أن تترك أثرها الواضح على المصارف و ذلك لإعتمادها على التكنولوجيا الرقمية في إيصال الخدمات المصرفية لطالبيها، الأمر الذي أدى إلى زيادة جودة و فعالية أداء الخدمات و العمليات و المزيج التسويقي المصرفي و جعلته أكثر كفاءة و فاعلية في زيادة و تحسين رضا العملاء عن الخدمات المصرفية المقدمة. و بذلك يمكن لنظم المعلومات أن تلعب دوراً كبيراً في المصارف الخاصة السورية و ذلك من خلال قدرتها على تحسين الأداء التسويقي للمصرف و تقديم خدمات و منتجات عالية الجودة و منخفضة التكاليف عن طريق إعادة تصميم العمليات التشغيلية المصرفية، و سرعة الاتصال بالعملاء، و توفير بيانات و معلومات واسعة عن أنماط الاستهلاك الخاص بالعملاء و بسرعة و كفاءة و فعالية عالية، الأمر الذي يمكن مدراء المصارف من الاستفادة من هذه المعلومات في وضع خطط و برامج تحسن من جودة أداء الخدمات المصرفية المقدمة، و تزيد من درجة الرضا و الولاء لدى العملاء من خلال التركيز على كفاءة و مهارة أداء الموظفين للخدمات المصرفية و بالتالي تسهيل عملية ايصال الخدمة إلى العملاء بالشكل الأمثل.
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.
References used
David C . Hayes, James E . Hunton , Information Systems Outsourcing Announcements Investigating the Impact on the Market Value of Contract Granting Firms , Journal of Information Systems , 2000
EL Sabbagh, Z . The Impact of Information Technology Achieving A Competitive Advantage in the Banking Sector in Jordan Al- Basaer 2003
Kaplan, Innovation Action Research : Creating Now Management Theory .Journal management Accounting Research (Vol) 10
rate research
Read More
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.
The research aims mainly to study the method of Benchmarking as a mean for continuous improvement of quality and the possibility of its usage in the Syrian banks, and to figure out any obstacles for such application therefore finding the right solutions.
The objective of this research is to measure and evaluating the
quality of service in the private commercial banks in Syria and for
the purpose of determining the basic dimensions of quality of
service that customers are looking for and preferred,
even these
banks are able to focus and emphasize it and use it to enhance
customer satisfaction and retention, and to achieve the objectives of
the study are designed questionnaire was distributed to a random
sample of customer three private commercial banks in the city of
Hama (BEMO bank - Bank of Syria and Almahjr- Arab Bank).
This study aims at exploring the effect of E-customer relationship management ECRM
marketing tactics (preferential treatment, tangible rewards, interpersonal
communication, E-direct mail) on both customer trust and commitment of Syrian private
ban
ks in Syrian coastal area. The sample of this study withdrew randomly from the
population of the study. The data collected through pre-designed questionnaire which was
directed to those customers, and there were 324 valid questionnaires. The results of this
study show that there is a positive relationship between E-CRM and customer trust, and
there is a positive relationship between E-CRM and customer commitment, and also there
is a positive direct impact of customers trust on their commitment. Finally this study
recommends Syrian private banks to adapt E-CRM, and try to build a strong electronic
relationships with their customers in a long term, which enhance their trust and
commitment.
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 distr
ibuted 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.
Log in to be able to interact and post comments
comments
Fetching comments
Sign in to be able to follow your search criteria
