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Register a new userThe Impact of Information Technology on Banking Service Quality: A Field Study on the Branches of the Commercial Bank of Syria - Latakia
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Added by
Tishreen University مقالة
Publication date
2015
fields
Economy
and research's language is
العربية
Created by
امانة التحرير مجلة جامعة تشرين
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The research aims to study the impact of information technology on the quality of banking services in the branches of the Commercial Bank of Syria province of Latakia. To achieve the objectives of the research, a questionnaire was developed and distributed to 201 workers, and (183) questionnaire were suitable to analyze, a response rate (91.04%), and based on applying simple regression to assess the relationship between the information technology and the quality of banking service dimensions, the research found the following results: 1- There is a strong and positive correlation between the hardware equipment and the quality of banking service, where it was found that (79.7%) of the discrepancy in the quality of banking services is explained after the equipment. 2- There is a strong and positive correlation between a online banking service and service quality, it was found that (69.2%) of the discrepancy in the quality of banking services is explained after the Internet. 3- There is a strong and positive correlation between communications and banking service quality, where it was found that (65.9%) of the discrepancy in the quality of banking services is explained after the communication. 4- There are acceptable and positive correlation between post-efficiency of human resources and banking service quality, where it was found that (59.9%) of the discrepancy in the quality of banking services is explained by the efficiency of human resources.
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Research summary
تهدف هذه الدراسة إلى تحليل تأثير تكنولوجيا المعلومات على جودة الخدمات المصرفية في فروع المصرف التجاري السوري في محافظة اللاذقية. لتحقيق هذا الهدف، تم تطوير استبيان وتوزيعه على 201 عامل، واسترجاع 183 استبيان بنسبة استجابة بلغت 91.04%. باستخدام تحليل الانحدار البسيط، تم تقييم العلاقة بين أبعاد تكنولوجيا المعلومات وجودة الخدمات المصرفية. توصلت الدراسة إلى وجود علاقة ارتباط قوية وإيجابية بين الأجهزة والمعدات وجودة الخدمة المصرفية، حيث يفسر هذا البعد 79.7% من التباين في جودة الخدمات. كما وجدت الدراسة علاقة ارتباط قوية بين الإنترنت وجودة الخدمة المصرفية بنسبة 69.2%، وبين الاتصالات وجودة الخدمة بنسبة 65.9%. وأخيراً، وجدت علاقة ارتباط مقبولة بين كفاءة الموارد البشرية وجودة الخدمة بنسبة 59.9%. توصي الدراسة بضرورة مواكبة التطورات التكنولوجية المستمرة، وتبني خطط طويلة الأجل لتطبيق تكنولوجيا المعلومات في العمل المصرفي، وتحسين جودة الخدمات من خلال استخدام أدوات الاتصال الحديثة، وتعميق وعي العاملين بأهمية تكنولوجيا المعلومات.
Critical review
دراسة نقدية: تعتبر هذه الدراسة مهمة في تسليط الضوء على أهمية تكنولوجيا المعلومات في تحسين جودة الخدمات المصرفية. ومع ذلك، يمكن أن تكون هناك بعض النقاط التي تحتاج إلى مزيد من التحليل والتوضيح. على سبيل المثال، الدراسة تركز بشكل كبير على الجوانب التقنية وتغفل بعض الجوانب الإنسانية والاجتماعية التي قد تؤثر على جودة الخدمة. كما أن الاعتماد على استبيان واحد قد لا يكون كافياً لتقديم صورة شاملة عن تأثير تكنولوجيا المعلومات. من الأفضل أن تتضمن الدراسة مقابلات شخصية أو دراسات حالة لتقديم رؤية أعمق وأكثر شمولية.
Questions related to the research
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ما هي الأبعاد الأربعة لتكنولوجيا المعلومات التي تم دراستها في البحث؟
الأبعاد الأربعة هي: الأجهزة والمعدات، الإنترنت، الاتصالات، وكفاءة الموارد البشرية.
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ما هي نسبة التباين في جودة الخدمات المصرفية التي يفسرها بعد الأجهزة والمعدات؟
بعد الأجهزة والمعدات يفسر 79.7% من التباين في جودة الخدمات المصرفية.
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ما هي التوصيات الرئيسية التي قدمتها الدراسة لتحسين جودة الخدمات المصرفية؟
التوصيات تشمل مواكبة التطورات التكنولوجية، تبني خطط طويلة الأجل لتطبيق تكنولوجيا المعلومات، تحسين جودة الخدمات باستخدام أدوات الاتصال الحديثة، وتعميق وعي العاملين بأهمية تكنولوجيا المعلومات.
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ما هي نسبة الاستجابة للاستبيان الذي تم توزيعه على العاملين في فروع المصرف التجاري السوري؟
نسبة الاستجابة للاستبيان بلغت 91.04%.
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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 achi
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