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Register a new userتطبيق أسلوب المقارنة المرجعية في المصارف السورية و أثر ذلك على تحسين جودة الخدمات المصرفية
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يهدف البحث بشكل رئيسي إلى دراسة أسلوب المقارنة المرجعية Benchmarking و إمكانية تطبيقه في المصارف السورية, و التعرف على صعوبات التطبيق لإيجاد الحلول المناسبة, و لتحقيق ذلك قامت الباحثة بإجراء دراسة نظرية موسعة.
The research aims mainly to study the method of Benchmarking and the possibility of its usage in the Syrian banks, and to figure out any obstacles for such application therefore finding the right solutions, and for this goal the researcher did the following, Conduction of an extensive theoretical study.
References used
BERGMAN Bo. & BENGT Klefsjo (1994)- Quality from customer needs to customer satisfaction, McGraw-Hill Book co, Sweden, p. 330
EVANS, James R. & William M. Lindsay (1999)- the management and control of Quality, (4thed.) South Western college publishing, Ohio, p.10
QIAO Yang, Felix Richter, Liu Lvyin-2004 “Study on Benchmarking of e-Business and e-Commerce in China” , EU-China Information Society Project, ASIE 003-265
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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.
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.
This study aims to identify the impact of the quality of banking service dimensions (tangibles, reliability, assurance, empathy and responsiveness) on customer satisfaction in the Bank of Syria and Overseas.
This study aims at investigating the effect shown by the electronic
banking services in the bank financial performance throughout
making an applying study on the public banks working in Syria.
The Syrian Real Estate Bank has been chosen as a unit
for analysis
and inspection. It is considered one of the first banks that adopted
the electronic banking work concept as well as providing electronic
banking services in Syria. It was provided with the financial data,
before provision the electronic services, which paved the way to
make a statistical study and served the purpose of the research. The
study was carried out from 1995 till 2013.
The information systems was very important in any organization,
where the information systems management had to holds the
process for searching the information and understand it, The
importance of information systems was in ability to bring a lot
of
benefits for organizations such as flexibility, speed in achieving the
goals, reduce the costs and provide useful information in a right
time and place for decision-makers.
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