ابعاد العدالة التنظيمية و دورها في مستويات جودة الخدمات المصرفية : دراسة استطلاعية لأراء عينة من مديري مصارف القطاع العام في مدينة اربيل

الملخص EN

The purpose of this research is to understand the current knowledge and the role of the dimensions of organizational justice in the public sector banks and their impact on the levels of service quality, thus by identifying the relationship and the impact of each of the (Distributive justice, Procedural fairness, and Justice transactions) as the dimensions president to justice regulatory as well as the (Reliability, Dependability and Response) as the dimensions of Service quality.

Several questions of intellectual and practical were used to discuss the research problem of knowing the dimensions of organizational justice and their relationship and impacts on the levels of services quality in public sector banks.

In order to carry out the primary research a sample of (85) managers of the public banking sector from the totals of the (196) managers in the city of Erbil were choosing.

The main method of the research was a descriptive approach and analytical approach.

A questionnaire form was designed as the main tool for data collection, a range of appropriate statistical methods were used to verify the assumptions of research and to address the research problem.

The research highlighted several outcomes; the most important one was that there is a significant degree of relationship between the application of the dimensions of organizational justice and levels of service quality.

The research also made several recommendations related to the practical aspects and the need to maintain the levels of organizational justice because of their significant role in increasing the levels of services quality provided by the banks surveyed.