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Register a new userThe Impact of Banking Services Quality on Customer Satisfaction in the Governmental Commercial Banks in Aleppo
أثر أبعاد جودة الخدمة المصرفية على رضا العملاء في البنوك التجارية العامة في حلب
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Added by
Syrian Virtual University رسالة ماجستير
Publication date
2017
fields
Business Management
and research's language is
العربية
Created by
Shamra Editor
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إن هدف هذه الدراسة هو تحديد " أثر أبعاد جودة الخدمة المصرفية على رضا العملاء في البنوك التجارية العامة في حلب " , و تقديم التوصيات اللازمة من أجل الوصول إلى أفضل أداء لهذه البنوك. إستُخدم في البحث المنهج الوصفي التحليلي, و استُعين بالأساليب الإحصائية في SPSS لعرض و تحليل نتائج البحث، و إستُخدمت الإستبانة لجمع البيانات من مجتمع البحث. تألف مجتمع البحث من عملاء البنوك التجارية العامة في مدينة حلب، حيث تم توزيع 270 إستبانة على عينة البحث و تم إسترجاع 250 إستبانة صالحة لأغراض البحث.
The objective of this study is to determine the impact of the quality of banking services on the satisfaction of customers in governmental commercial banks in Aleppo and to make the necessary recommendations in order to achieve the best performance of these banks. Descriptive statistics was used in the research. Statistical methods were used in SPSS to analyze the results of the research, and the questionnaire was used to collect data from the research community. The research community consisted of customers of governmental commercial banks in Aleppo, where 270 questionnaires were distributed to the sample and 250 valid questionnaires were retrieved for research purposes.
References used
Behavioral Intentions, Journal of Travel Research, Vol.42,N°.4, P. 397. Kotler,p.,Keler,K.I.,Manceau,D.,Dubois,B.,Op.Cit., P.172
Lendervie (J) et autres: le, Mercator-théorie et pratique en marketing, Dalloz, Paris, 7 ed, 2003, P911
Ming Wang, Chich-Jen Shieh, the Relationship between Service Quality and Customer Satisfaction, Journal of Information and Optimization Sciences, Vol.27, No.1, Taiwan, 2006, P195
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