أثر جودة الخدمات المصرفية في تحسين أداء البنوك التجارية الأردنية

العناوين الأخرى

The impact of quality of banking services in improving performance of Jordanian commercial banks

مقدم أطروحة جامعية

خليل، وليد علاء الدين محمود

مشرف أطروحة جامعية

عطياني، مراد سليم

الجامعة

جامعة الإسراء

الكلية

كلية الأعمال

القسم الأكاديمي

قسم إدارة الأعمال

دولة الجامعة

الأردن

الدرجة العلمية

ماجستير

تاريخ الدرجة العلمية

2019

الملخص الإنجليزي

This study aimed to identify the impact of the quality of e-banking services dimensions (tangibility, empathy, reliability, reliability, responsiveness) on performance, and came to test the hypotheses put forward to address the problem of research, and the statistical descriptive analytical method was used in this study.

The study population consists of administrators and workers in the Jordanian commercial banks.

To achieve the objectives of this study, the researcher developed the study tool (questionnaire) and included (40) items for the purpose of collecting initial data from the study population which covered (150) respondents.

In light of this data were collected, analyzed and tested hypotheses using the statistical program (SPSS).

The level of application of the quality of e-banking services in commercial banks was high.

This may be due to the nature of banking activity, which aims primarily to improve its performance through the role played by the quality of banking services.

There is a development in the technology used in these e-services.

The study recommended that the skills of the bank's employees should be strengthened, and that local and international banking competencies should be developed and linked to their performance in absorbing developments and developing the banking industry.

In addition to designing strategies and policies for the management of banks to improve the quality of banking service provided that they take into account the relative importance of the quality of banking service provided in the design and implementation of quality strategies

التخصصات الرئيسية

إدارة الأعمال

الموضوعات

• ضبط الجودة
• الأردن
• الخدمات المصرفية
• المصارف التجارية

عدد الصفحات

82

قائمة المحتويات

• APA
• MLA
• AMA

لغة النص

العربية

نوع البيانات

رسائل جامعية

رقم السجل

BIM-989401