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Register a new userThe Effect of Trust & Commitment on Customer's loyalty to the Organization "A Survey Study On The Syrian Commercial Bank Customers In Lattakia Province"
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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 identify the extent of the impact of the creation of confidence when the Commercial Bank of Syria clients to achieve their loyalty to him. And to identify the extent of the impact of the commitment of the Syrian Commercial Bank to customers to achieve customer loyalty to him. In order to achieve the goals researcher relied on the methodology include distribution (110) questionnaire was distributed to a random sample of the branches of the Syrian Commercial Bank customers in the province of Lattakia, and the use of SPSS statistical software for analysis by calculating the Pearson coefficient and the coefficient of determination. The researcher reached the low level of both the commitment and the confidence of customers, accompanied by lower customer loyalty to the bank, as the study found, and there is a significant correlation between each of the commitment and loyalty of customers of the bank, on the other hand, and there is a significant correlation between customer trust and loyalty of customers Commercial Bank of Syria.
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Research summary
تهدف هذه الدراسة إلى استكشاف تأثير الثقة والالتزام على ولاء العملاء تجاه المصرف التجاري السوري في محافظة اللاذقية. اعتمد الباحث على منهجية توزيع استبيان على 110 عميل عشوائي من فروع المصرف، واستخدم برنامج SPSS للتحليل الإحصائي. أظهرت النتائج انخفاض مستوى الالتزام والثقة لدى العملاء، مما انعكس سلباً على ولائهم للمصرف. كما تبين وجود علاقة معنوية بين الالتزام والثقة وولاء العملاء. توصلت الدراسة إلى أن تحسين مستوى الالتزام والثقة يمكن أن يعزز ولاء العملاء، وأوصت بضرورة تبني استراتيجيات لتعزيز هذه القيم لدى العملاء.
Critical review
دراسة نقدية: تعتبر هذه الدراسة خطوة مهمة في فهم العلاقة بين الثقة والالتزام وولاء العملاء في القطاع المصرفي السوري. ومع ذلك، هناك بعض النقاط التي يمكن تحسينها. أولاً، حجم العينة قد يكون غير كافٍ لتعميم النتائج على جميع فروع المصرف التجاري السوري. ثانياً، لم تتناول الدراسة تأثير العوامل الخارجية مثل الظروف الاقتصادية والسياسية على ولاء العملاء. ثالثاً، كان من الممكن استخدام منهجيات تحليلية أكثر تعقيداً لتعزيز دقة النتائج. وأخيراً، كان من المفيد تضمين مقارنات مع بنوك أخرى للحصول على رؤية أشمل.
Questions related to the research
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ما هو الهدف الرئيسي من الدراسة؟
الهدف الرئيسي هو التعرف على تأثير الثقة والالتزام على ولاء العملاء تجاه المصرف التجاري السوري في محافظة اللاذقية.
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ما هي المنهجية المستخدمة في الدراسة؟
استخدمت الدراسة منهجية توزيع استبيان على 110 عميل عشوائي من فروع المصرف التجاري السوري، وتم تحليل البيانات باستخدام برنامج SPSS.
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ما هي النتائج الرئيسية التي توصلت إليها الدراسة؟
توصلت الدراسة إلى انخفاض مستوى الالتزام والثقة لدى العملاء، مما انعكس سلباً على ولائهم للمصرف، ووجود علاقة معنوية بين الالتزام والثقة وولاء العملاء.
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ما هي التوصيات التي قدمتها الدراسة لتحسين ولاء العملاء؟
أوصت الدراسة بضرورة تبني استراتيجيات لتعزيز الالتزام والثقة لدى العملاء، مثل تحسين جودة الخدمات والوفاء بالوعود المقدمة للعملاء.
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