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Register a new userThe impact of banking services quality on customer satisfaction in Bank of Syria and Overseas.
أثر جودة الخدمات المصرفية على رضا العملاء في بنك سورية و المهجر
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Syrian Virtual University رسالة ماجستير
Publication date
2016
and research's language is
العربية
Created by
Shamra Editor
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تهدف هذه الدراسة إلى التعرف على أثر أبعاد جودة الخدمة المصرفية و الممثلة بالملموسية و الاعتمادية و الأمان و التعاطف و الاستجابة في رضا العملاء في بنك سورية و المهجر عن طريق دراسة أبعاد جودة الخدمة المصرفية موضوع الدراسة
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.
References used
Cui, C., C., Lewis, B., R., Park, W., (2003), "Service quality measurement in the banking sector in South Korea.", International Journal of Bank Marketing, 21/4] pp.191-201
CRONIN, J. J.; TAYLOR, S. A. Measuring service quality: Reexamination and Extension, Journal of Marketing, Full, 1992 , Vol. 56 , No. 3, 55 -68
Durdana Ozretic-Dosen , Ines Zizak , (2015) "Measuring the quality of banking services targeting student population", EuroMed Journal of Business, Vol. 10 Iss: 1, p.105
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The study aimes at of measuring customer's satisfaction about the quality of Islamic
banking services, "field study for Syria International Islamic Bank," It identifies the
extent of customer's satisfaction for the quality of the services that are
offered by the
bank under study. It reveals the benefits that can be obtained by Syria International
Islamic Bank from measuring the quality of its services, and work to develop them,
reaching to basic goal which is increasing its market share to maximize its
profitability.
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.
The research aims at finding out the role of the electronic banking services provided
by the Commercial Bank of Syria in increasing customers' satisfaction, as well as focusing
on customers' satisfaction because of its importance and its role in ac
hieving the
competitive advantage in the delivery of services in the banking sector, which represents
an area of competition between public banks and private banks. Also, it aims at stating the
extent of the employees' participation in the bank under study regarding their eagerness to
achieve customers' satisfaction.
At the end, the research presents a summary of the most important findings. It also
presents some proposals and recommendations that will further improve the level of
electronic banking services and achieving customers' satisfaction inorder to compete at a
global level through a field study using a questionnaire designed for this purpose.
The research aimed to measure the impact of the application of the quality management system according to ISO 9001 standards on customer satisfaction in the banking sector, and the goal of this measurement is to discover how the customers perceive th
e benefits of quality management system, It also aims to discover the strengths and weaknesses of the application of this system to enhance the strengths and treat the weaknesses, and to make continuous improvement for the quality management system. In addition to this to work on developing the customer confidence in the services that are provided by the Bank.
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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