أثر تنوع البرامج التدريبية في تحقيق أبعاد جودة الخدمة المصرفية : بحث تطبيقي على عينة من المصارف العراقية

الملخص EN

The purpose of this study is to highlight the impact of the diversity of training programmes and their implications for the development of personnel working in Iraqi banks for the real and realistic quality of the banking service and the provision of outstanding services to the banking sector in keeping with developments In the world, where the use of the diversity of training programmes in accordance with specific programmes by senior management and the inclusion of all personnel in these programmes will create efficient staff and ensure their high effectiveness in providing banking services.

The problem of research was the apparent failure of senior management to increase training programmes and their diversity of working staff, which adversely affected the provision of services high quality banking it is clear that services have become more sophisticated because of the development of their delivery methods, such as ATM, credit cards and The way of the Internet this development is a problem which is the failure of the staff in Kevet to develop its capabilities and to illustrate the relationship between the main and subsidiary research variables, two major hypotheses and ten sub-hypotheses have been formulated.

The resolution was used as a tool to collect research-related data and information, as it was prepared on the basis of a number of ready-made measurements and the use the five-digit leckert scale, which was subject to the standards of truthfulness and consistency, distributed to a sample of 132 employees in three Iraqi banks, and to analyse data Study use the ready-made statistical program (SPSS) and program (Excel).

Statistical analyses have yielded a number of results, perhaps most notably the existence of a correlation between the diversity of training programmes and the quality the banking service, there was also a moral effect of the diversity of training programs in the quality and dimensions of the banking service.

As part of the discussion of the findings, the researcher presented a number of conclusions highlighting the importance of the diversity of training programmes for financial institutions and their willingness to work to adapt to the challenges and intense competition, the dynamic environment in which they operate, which requires greater attention to the diversity Training programmes in the organization.