دور الرشاقة التنظيمية في تعزيز سلوك مواطنة الزبون : بحث ميداني مقارن بين مصرف التنمية الدولي و مصرف العراقي للتجارة (TBI)‎

الملخص EN

The research aims to diagnose the level of reflection of Organizational Agility in the promotion of Customer Citizenship Behaviors through providing a knowledge framework and thought about the variables of research, supported by the comparative analytical application of the International Development Bank and Trade Bank Of Iraq (TBI) exclusively in Baghdad, The study sample consisted of (156) customers(71 customers of the International Development Bank, 85 customers of the Iraqi Bank for Trade).

The questionnaire was used as a primary source of data collection, and After investigation of the scale was used a number of statistical methods and tools To validate search hypotheses, such as(mean, standard deviation, Coefficient of variation, Spearman Correlation Coefficient, Simple Linear Regression, Mann Whitney Test).

The research reached specific conclusions, the most important of these the existence of correlation relationship and positive impact of organizational agility in the customer's citizenship behavior of both the International Development Bank and the Trade Bank of Iraq, as well as the existence of significant differences between the two banks in the level of agility organizational dimensions and the customer's citizenship behavior dimensions.

This is a result of the banks differ in the level of providing competence and responsiveness, flexibility and speed in providing services and the level of recommendations, assistance and feedback provided by customers to the two banks.

and against which was to formulate a set of recommendations that will hopefully be taken advantage of those involved in the current The research aims to diagnose the level of reflection of Organizational Agility in the promotion of Customer Citizenship Behaviors through providing a knowledge framework and thought about the variables of research, supported by the comparative analytical application of the International Development Bank and Trade Bank Of Iraq (TBI) exclusively in Baghdad, The study sample consisted of (156) customers(71 customers of the International Development Bank, 85 customers of the Iraqi Bank for Trade).

The questionnaire was used as a primary source of data collection, and After investigation of the scale was used a number of statistical methods and tools To validate search hypotheses, such as(mean, standard deviation, Coefficient of variation, Spearman Correlation Coefficient, Simple Linear Regression, Mann Whitney Test).

The research reached specific conclusions, the most important of these the existence of correlation relationship and positive impact of organizational agility in the customer's citizenship behavior of both the International Development Bank and the Trade Bank of Iraq, as well as the existence of significant differences between the two banks in the level of agility organizational dimensions and the customer's citizenship behavior dimensions.

This is a result of the banks differ in the level of providing competence and responsiveness, flexibility and speed in providing services and the level of recommendations, assistance and feedback provided by customers to the two banks.

and against which was to formulate a set of recommendations that will hopefully be taken advantage of those involved in the current research