أثر الذكاء التنافسي على جودة الخدمة في البنوك الإسلامية الأردنية

العناوين الأخرى

The impact of competitive intelligence on service quality in the Jordanian Islamic banks

مقدم أطروحة جامعية

الفالح، أحمد سالم فلاح

مشرف أطروحة جامعية

الخفاجي، نعمة عباس خضير

الجامعة

جامعة الإسراء

الكلية

كلية الأعمال

القسم الأكاديمي

قسم إدارة الأعمال

دولة الجامعة

الأردن

الدرجة العلمية

ماجستير

تاريخ الدرجة العلمية

2018

الملخص الإنجليزي

The study aimed to identify the impact of competitive intelligence in its dimensions (planning, concentration, data collection, analysis and Publishing) on the quality of service in its dimensions (reliability, credibility, communication, responsiveness, safety and tangibility).The study adopted the descriptive, analytical and theoretical approach and viewed the previous theoretical and field research studies.

In order to achieve the objectives of the study and collect preliminary data from the study society, which is represented by the three Jordanian banks in Amman, the banks developed a questionnaire distributed to 77 individuals in Islamic Jordanian banks In order to analyze the responses of the study sample, the statistical analysis methods of mean averages and standard deviations were used to answer the study questions, and the simple and multiple linear regression test to test the study hypotheses The results of the level of application of the dimensions of competitive intelligence showed that the planning and concentration dimension ranked first with a high level, and the collecting information dimension was in the fourth and final level with a high degree of varying.

The results of the level of application of quality of service also showed that the dimension of (safety) ranked first with high degree while the response speed dimension less dimensional approval, the results of the main study hypothesis showed a statistically significant effect at the significance level (α≤0.05) for competitive intelligence (planning, concentration, data collection, analysis and Publishing) on the quality of service in Jordanian Islamic banks in their dimensions (reliability, communication, responsiveness, safety and tangibility) the impact of the dimension (data collection and Publishing) on quality of service was insignificant.

The results of the sub-hypotheses test showed that the collection of the information dimension, have no significant effect on the quality of service in the Jordanian Islamic banks, but The rest of the dimensions of competitive intelligence have had a positive impact.

The study recommended encouraging the Jordanian Islamic banks to modernize techniques that can be used to determine their competitive position against competitors from other commercial banks before starting collecting information.

Because data collection dimension was less positive and influential in the application of competitive intelligence.

And by increasing the interest by the managers in Jordanian Islamic banks to strengths and weaknesses points of the levels of customer satisfaction and comparison with competitors in the commercial banks with continuously work to strengthen the cooperation of all business units in the bank for the purpose to benefit from the information electronically, to improve the quality level of provided and expected service.

التخصصات الرئيسية

إدارة الأعمال

عدد الصفحات

132

قائمة المحتويات

• APA
• MLA
• AMA

لغة النص

العربية

نوع البيانات

رسائل جامعية

رقم السجل

BIM-837619