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Register a new userDETERMINING FACTORS INFLUENCING CUSTOMER SWITCHING BEHAVIOR IN BANKING SECTOR OF SYRIA.
دراسة العوامل المؤثرة على سلوك التحول لدى العملاء في القطاع المصرفي السوري
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Syrian Virtual University رسالة ماجستير
Publication date
2015
fields
Business Management
and research's language is
العربية
Created by
Shamra Editor
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تهدف هذه الدراسة إلى دراسة العوامل المؤثرة على سلوك التحول لدى العملاء في القطاع المصرفي السوري حيث تعتبر هذه الدراسة الأولى من نوعها في الجمهورية العربية السورية. سوف تساعد هذه الدراسة إدارات البنوك على فهم العوامل التي تدفع العملاء إلى التحول لبنك آخر و تطوير استراتيجيات تساعد على خفض نسبة التحول لديهم.
This study aims to examine factors influencing the customer switching behavior in the Syrian banking sector, as this is the first study of its kind in the Syrian Arab Republic. This study will help the departments of banks to understand the factors that drive customers to switch their banks to another and develop strategies that help reducing the proportion of the switching they have.
References used
Ahmad, J3 and Kamal, N3 (0220), “Customer Satisfaction and Retail Banking: An Assessment of Some of the Key Antecedents of Customer Satisfaction in Retail Banking”, The International Journal of Bank Marketing, Vol. 20, No. 4/5, pp. 146-160
Almossawi, M. (2001). “Bank selection criteria employed by college students in Bahrain: an empirical analysis”. International Journal of Bank Marketing. 19(3), 115-125
Anderson, E., Fornell, C., & Lehmann, D. R. (1994). “Customer satisfaction, market share, and profitability: Finding from Sweden”. Journal of Marketing, 58(July), 53-66
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تأتي أهمية البحث حيث إنه يدرس موضوع الرضا الوظيفي في أحد أهم القطاعات المساهمة بالتنمية في دولة
نامية و هو القطاع المصرفي السوري الخاص.
ستقوم الباحثة بالتطرق لموضوع الرضا الوظيفي لدى العاملين في البنك العربي سورية -
باعتباره متغير تابع.
The study aims to estimate the requirements of risk management procedures effectiveness in Syrian banking sector, and exams the existence of these requirements by detecting six factors as the requirements of risk management effectiveness according to
the literature. The study used the survey method, the data was collected using a questionnaire developed according to literature review. Fifty questionnaires were send to the employees who work in risk management department in Syrian banks, but only thirty three were received back as an acceptable responses. The data was analyzed using SPSS. This paper showed that the requirements of risk management procedures effectiveness are available in some factors (support from top management, Communication, Information technology ) in banks, and they are not available in others factors( Culture, Organization structure, Training).
The aim of the research is to determine the level of job performance of workers in private Syrian banks from the point of view of officials (director, assistant director, heads of departments and divisions), according to the following performance ind
icators: knowledge of job requirements, quality of work, amount of work performed, perseverance and confidence. The research was based on the descriptive and analytical approach. The current research targeted (11) banks, (66) questionnaires were distributed, and (59) questionnaires were retrieved from them, with a response rate of (89.39%). The results showed that the level of job performance of workers in the banks under study is high on the overall level, and with regard to the sub-indicators of performance.
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.
The banking credit is the funding source of all economic sectors; it's one of the most
important services provided by banks.
This paper highlights the role of bank credit provided by traditional private banks
operating in Syria in financing the in
dustrial sector. To achieve the purpose of the study,
the sample collected consists of 11 commercial banks. The study period extended from
2006 to 2011. The study data is primarily collected from the financial statements of the
banks studied. For the purpose of the study, a Panel Data Model, the pooled regression
model, was used for data analysis. The data were analyzed based on statistical program
Eviews7.
The production function was used to examine the relationship between the banking
credit provided by traditional private banks to industrial sector and GDP for the sector
function. Results of the study showed that the banking credit provided by traditional
private banks positively affects the GDP of the industrial sector in
Syria.
Results of the study showed that both the capital employed in the industrial sector
and the private bank credit positively affect the GDP of the industrial sector in Syria, while
the number of employees in the industrial sector negatively affects the GDP of the
industrial sector.
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