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Apply benchmarking method at Syrian banks, and the impact on the quality of banking services

تطبيق أسلأوب المقارنة المرجعية Benchmarking في المصارف السورية و أثر ذلك على جودة الخدمات المصرفية

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 Publication date 2016
and research's language is العربية
 Created by Shamra Editor




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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.



References used
Evans ,James R(1997) : Production" Operations Management: Quality, Performance and Value" th 5 ed ,West- Publishing, New York
Finnigan , Jerome P,(1996) : The Manager’s Guide to Benchmarking" , Jossey - Bass Publishers,San Francisco
Goetsch , Davis L ,and Davis, Stanley B (1997) :"Introduction to Total Quality" ,2 nd ed,Prentice-Hell،New York
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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.
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 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 o f 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.
This study aims at identifying the impact of electronic banking services quality on customer satisfaction amongst public and private banks' branches in the city of Hama. Furthermore, identifying the difference in assessing each of electronic banking services quality and customer satisfaction among these two sectors.
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