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Register a new userImpact of Implementing the Quality Management System ISO 9001 on Customers’ Satisfaction in the Banking Sector (Case Study- Syria International Islamic Bank)
أثر تطبيق نظام إدارة الجودة ISO 9001 على رضا العملاء في القطاع المصرفي ( دراسة حالة بنك سورية الدولي الإسلامي )
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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 قياس أثر تطبيق نظام إدارة الجودة ISO 9001 على رضا العملاء في القطاع المصرفي و الهدف من قياس هذا الأثر اكتشاف مدى إدارك العملاء لمنافع تطبيق نظام إدارة الجودة، كما تهدف إلى اكتشاف مواضع القوة و الضعف في تطبيق نظام إدارة الجودة لتعزيز نقاط القوة و معالجة نقاط الضعف و إجراء تحسين مستمر لنظام إدارة الجودة المطبق، و العمل على تطوير ثقة العملاء في الخدمات التي يقدمها المصرف.
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 the 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.
References used
ISO 9000:2005, Quality management systems — Fundamentals and vocabulary
El Tigani, O. (2011) "The Impact of the Implementation of the ISO 9000 Quality Management System upon the Perception of the Performance of the Organization's Worker", Global Journals Inc. (USA), Volume 11 Issue 8 Version 1.0
Psomas, L. E., Pantouvakis, A. and Kafetzopoulos, P. D. (2012) "The impact of ISO 9001 effectiveness on the performance of service companies" Journal of Managing Service Quality" Vol 23, No 2
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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.
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