عمليات إدارة المعرفة بوصفها أداة لتحقيق جودة الخدمة المصرفية : دراسة تحليلية في مصرفي الرافدين و الرشيد في محافظة صلاح الدين

الملخص EN

Knowledge management operations are considered a contemporary scientific field and field, which seeks to use the best advanced methods in various fields of life in order to ensure the best banking service to its customers, Which requires its departments to employ these operations in all its activities to practice greater levels and better banking services, The importance of the study lies in its focus and interest in the dimensions of the quality of banking service and its activation in order to enable it to achieve quality in its banking services, improve performance and achieve a sustainable competitive advantage, (43) questionnaires were distributed to the study sample in the researched banks, and the main study hypotheses were tested using a number of statistical tools to adhere to the dimensions of banking service quality in the researched banks, The research concluded with a set of conclusions, the most important of which are: There is a discrepancy in the responses of the individuals researched about each of the knowledge management processes and the quality of banking service in the banks under consideration and the achievement of a positive moral correlation between the dimensions of knowledge management processes as a whole and the quality of banking service combined, which indicates that an increase The interest of the banks 'management in question in knowledge management processes and the quality of banking service combined contributes to increasing the quality of banks' research sample, Based on the conclusions reached by the research, the researcher presented a set of proposals, the most important of which is the need to increase the interest of bank management, the research sample, relatively more in knowledge management processes, and work to achieve them efficiently and effectively by developing comprehensive plans for knowledge management processes, quality of banking service, and allocating resources and facilities for the possibility of applying knowledge processes.