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Register a new userThe Role of Electronic Banking Services in Increasing The Level of Customer Satisfaction (A Field Study on the Syrian Commercial Bank - Latakia Branch)
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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 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 achieving 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.
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Research summary
تتناول هذه الدراسة دور الخدمات المصرفية الإلكترونية في زيادة مستوى رضا العملاء، مع التركيز على المصرف التجاري السوري فرع اللاذقية. تهدف الدراسة إلى معرفة تأثير هذه الخدمات على رضا العملاء وكيفية تحقيق الميزة التنافسية في تقديم الخدمات المصرفية. استخدمت الدراسة استبيانًا موجهًا لعملاء المصرف لجمع البيانات وتحليلها باستخدام الأساليب الإحصائية المناسبة. توصلت الدراسة إلى أن هناك علاقة معنوية بين جودة الخدمات المصرفية الإلكترونية ورضا العملاء، كما أن هناك مشاكل تؤثر على رضا العملاء مثل الأمان والتقنيات المستخدمة. قدمت الدراسة مجموعة من التوصيات لتحسين جودة الخدمات المصرفية الإلكترونية وزيادة رضا العملاء، منها تطوير البنية التحتية، تحسين الأمان، وتوفير خدمات مصرفية إلكترونية متطورة تلبي احتياجات العملاء.
Critical review
تعتبر هذه الدراسة خطوة مهمة في فهم تأثير الخدمات المصرفية الإلكترونية على رضا العملاء، إلا أنها تعاني من بعض النقاط التي يمكن تحسينها. أولاً، كان من الأفضل تضمين عينة أكبر وأكثر تنوعًا من العملاء لضمان تمثيل أوسع. ثانياً، لم تتناول الدراسة بشكل كافٍ تأثير العوامل الخارجية مثل الأوضاع الاقتصادية والسياسية على رضا العملاء. ثالثاً، كان من الممكن استخدام أساليب تحليلية أكثر تعقيدًا لتقديم نتائج أكثر دقة. وأخيرًا، كان من الأفضل تقديم دراسة مقارنة مع مصارف أخرى في المنطقة للحصول على رؤية أوسع.
Questions related to the research
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ما هي الأهداف الرئيسية للدراسة؟
تهدف الدراسة إلى معرفة النقاط الأساسية التي يبحث عنها العملاء في الخدمات المصرفية الإلكترونية، وتقييم جودة هذه الخدمات، ومعرفة درجة رضا العملاء، وتقديم اقتراحات لتحسين جودة الخدمات المصرفية الإلكترونية في المصرف التجاري السوري.
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ما هي الفرضيات التي تم اختبارها في الدراسة؟
الفرضية الأولى: توجد علاقة ذات دلالة معنوية بين الخدمات المصرفية الإلكترونية ورضا العملاء. الفرضية الثانية: توجد علاقة ذات دلالة معنوية بين مشاكل الخدمات المصرفية الإلكترونية ورضا العملاء.
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ما هي المشاكل الرئيسية التي تواجه تطبيق الخدمات المصرفية الإلكترونية وفقًا للدراسة؟
تتضمن المشاكل الرئيسية الأمان، ضعف البنية التحتية، قلة مراكز الصيانة، ارتفاع تكاليف المعدات الإلكترونية، ضعف المعرفة التقنية للأفراد، ونقص التشريعات القانونية.
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ما هي التوصيات التي قدمتها الدراسة لتحسين جودة الخدمات المصرفية الإلكترونية؟
توصي الدراسة بتطوير البنية التحتية، تحسين الأمان، توفير خدمات مصرفية إلكترونية متطورة، متابعة التطورات الحديثة في الصيرفة الإلكترونية، وخلق جو من الثقة والطمأنينة في علاقات المصرف مع العملاء.
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