دراسة أبعاد جودة الخدمة المصرفية وتأثيرها في ولاء العملاء للمصارف السورية

الموضوعات

اقتصاد

روابط وملفات

التعريف والنوع

رقم الوثيقة

00a5d9bd-9657-4d07-a3c1-af7166b66514

رقم العقد

0

نوع الوسائط

Crawler

نوع المحتوى

الرسائل العلمية

صيغة المصدر

رسائل ماجيستير

نوع الملف

pdf text

أسماء الملفات

1961082_1.pdf

بيانات النشر

ترجمة العنوان

A Studyof the Banking Service Quality Dimensions and Their Impact on Customer Loyalty in Syrian Banks

ألقاب المؤلفين

[{"name_ar":"جميل الشيخ عثمان","title_ar":"اشراف","title_en":"Supervision"},{"name_ar":"جود ماجد الحلبي","title_ar":"اعداد","title_en":"Preparation"},{"name_ar":"عبد القادر مندو","title_ar":"اشراف","title_en":"Supervision"}]

اللغة

Arabic

المصدر والدورية

اسم المصدر

دراسة أبعاد جودة الخدمة المصرفية وتأثيرها في ولاء العملاء للمصارف السورية

المحتوى والصفحات

عدد الصفحات

0

ترجمة الملخص

The objective of the study is to identify the impact of the quality of banking services in the loyaltyof customers of Syrian banksin order to determine the basic dimensions of the quality of service that customers seek and preferit by determining The most important Banking Service Quality Dimensionsimpact in the degree of loyalty from a customer perspective so that these banks are able to focus and emphasize it and use it to enhance customer loyalty retention, and to achieve the objectives of the study, a questionnaire was designed and distributed to a random sample of bank customers in Hama city, which agreed to participate inthe study, namely Commercial Bank Branch (1), Commercial Bank Branch (3), Bank of Syria and Almahjr, Bemo Bank, , Al Sham Bank, Al Baraka Bank), 285) questionnaires were distributed to the customers of the surveyed banks, 260 of which were retrieved (91.2%). Twenty-five questionnaires were excluded because they were not valid for analysis, The results showed that all the dimensions of the quality of banking service affect the loyalty of the customers of the banks in the study, Each dimension affects the loyalty of the customers separately. The ranking of the relative importance of the quality of the banking service has differed according to the level of customer loyalty, where the effectiveness and safety dimension has ranked first in the levels of loyaltyof the three customers (weak -medium -high) and therefore the effectiveness and safety dimension is the most influential in the loyalty of customers, While there is a difference in order of the remaining dimensions according to levels of loyalty, Thestudy recommended that it is necessary for the Syrian banks' departments to measure and evaluate the quality of their services provided continuously in order to benefit from the results in improving the quality of their services because they have a strongimpact on customer loyalty.Keywords: dimensions of the quality of banking service, customer loyalty.

كلمات الباحثين

customer loyalty, dimensions of the quality of banking service, أبعاد جودة الخدمة المصرفية, ولاء العملاء

إشراف وإعداد

الإشراف

جميل الشيخ عثمان, عبد القادر مندو

الإعداد

جود ماجد الحلبي

الاقتباسات الببليوغرافية