Subscribe to the gold package and get unlimited access to Shamra Academy
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)
841
0 0
0.0
(
0
)
Added by
Tishreen University مقالة
Publication date
2015
fields
Economy
and research's language is
العربية
Created by
امانة التحرير مجلة جامعة تشرين
Ask ChatGPT about the research
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.
No English abstract
Artificial intelligence review:
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
-
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.
-
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.
-
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.
-
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.
References used
No references
rate research
Read More
This paper deals with the role of marketing in the banking system to increase the competitiveness of the Syrian commercial banks through the study of the relationship between each of the (banking services, pricing, promotion and distribution) and inc
reasing the competitiveness of these banks. As well as the study of the difference between the commercial banks in the public and private use of the elements of the marketing mix banking. The research on the descriptive approach, and included the research community all employees in commercial banks, public and private in the Syrian coast, totaling (527) factor, were distributed (222) identification of the workers have been identified using the law of the sample statistical re-ones (204) questionnaire response rate (91.89%), and the questionnaires were distributed between the (129) questionnaire for public banks, and (75) the identification of the private banks. And using appropriate statistical methods was reached the following results: There is a direct correlation and acceptable significant correlation between the use of a combination of banking services in the commercial banks and their ability to compete in the banking market. The existence of a positive relationship and a weak significant differences between the use of each of (the pricing of banking services, the promotion of banking services, distribution services, banking) in commercial banks and their ability to compete in the banking market.The lack of significant differences between public and private banks in the use of the elements of the marketing mix banking (banking services, pricing, promotion, distribution) to enhance their competitiveness in the banking market.
The concept of competitive advantage occupies an important place in the strategic management, which is the most successful way that enables the Foundation to achieve superiority over its competitors by using the appropriate marketing strategy, as wel
l as to attract customers and increase the value perceived by them and to achieve satisfaction. The current research addresses the role of marketing strategies in creating a competitive advantage in the Syrian Commercial Bank in Lattakia Governorate, and to achieve objectives of the research was designed to identify, and applied to a sample of employees in the bank amounted to /181/ factor, and after discussion and analysis has been reached following results: The marketing strategies applied in the Syrian Commercial Bank enables the bank to obtain a competitive advantage by having a clear strategic vision for development, and his quest to study the situation of banks, competition and improve working through ongoing contact with customers, and adopt a strategy of providing promotional programs attractive and commensurate with the capabilities of the bank, and provides appropriate solutions to all problems faced by the bank, as shown by the strategy's strengths and weaknesses and considering the marketing environment internal and external. Enable marketing strategies applied in the Commercial Bank of Syria of reducing the cost of services provided to customers, and raise the quality of banking services provided, and to influence the response to the client.
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 distr
ibuted 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.
The research aimed to examine the relationship between the use of Google Analytics as a model and the increase in efficiency of these websites, which relate to the following dimensions: bounce rate, conversion of visitors to customers. In order to ac
hieve this, a basic hypothesis has been formulated, with two sub-hypotheses. The researcher used the questionnaire technique to collect the data, and analyzed it using statistical tests, the most important of which are the one-sample t. test and the Pearson Correlation. The researcher found many results, the most important of which was: There is a strong positive relationship between the use of websites for search analytics (Google Analytics as a model) and increasing the efficiency of these websites.
The research aims to identify the factors affecting the profitability of commercial banks, arranged according to their relative importance, and the comparison between commercial banks, public and private about the factors that affect their profitabil
ity. The research descriptive analytical method. One of the most important results:
1- affected the profitability of commercial banks Syrian combination of factors can be classified in two categories: internal factors and external factors.
2- different factors affecting the profitability of commercial banks in the relative importance of, and the most influential factor was economic and political conditions, and employing resources, legislation and legal and banking controls. While the age of the bank and the number of bank employees less influential factor.
3- There are no statistically significant differences between commercial banks, public and private in the internal and external factors that affect their profitability.
suggested questions
Log in to be able to interact and post comments
comments
Fetching comments
Sign in to be able to follow your search criteria
