تأثير جودة الخدمة في إدارة علاقات الزبون : دراسة تطبيقية في عينة من المصارف العراقية
Other Title(s)
The effect of service quality on customer relationship management : an applied study in a sample of Iraqi banks
Joint Authors
العزاوي، مها عارف بريسم
راحيل يحيى إبراهيم
Source
Issue
Vol. 2020, Issue 124 (30 Jun. 2020), pp.62-81, 20 p.
Publisher
al-Mustansiriyah University College of Management and Economic
Publication Date
2020-06-30
Country of Publication
Iraq
No. of Pages
20
Main Subjects
Business Administration
Financial and Accounting Sciences
Topics
Abstract EN
The current research aims to test the extent of the impact of service quality represented by its dimensions (tangibility, responsiveness, reliability, safety and empathy) in managing customer relations.
The research problem was represented by the lack of interest of the researched banks in applying some dimensions of service quality, and the importance of the research stems from the importance of the role that these dimensions play in achieving the objectives of the banks discussed through their contribution to building solid and lasting relationships with their customers.
The private banks in Baghdad were chosen to be a research community.
Four banks were chosen as a sample for the research, represented by (the United Bank for Investment and Development, Kurdistan International Islamic Bank, South Islamic Bank, Islamic Cooperation Bank), and the size of the sample was (40) of respondents.
The two researchers reached a set of conclusions, the most important of which was the existence of a clear effect of service quality in managing customer relations, which shows that the distinct services that the bank's management seeks to provide to its customers contribute to creating strong relationships between the two parties that are based on mutual trust.
To a set of recommendations, the most important of which was focusing on all dimensions of service quality by involving its employees in training courses and scientific seminars to develop their knowledge culture of the importance of these dimensions in promoting the process of building strong and lasting relationships with its customers
American Psychological Association (APA)
راحيل يحيى إبراهيم والعزاوي، مها عارف بريسم. 2020. تأثير جودة الخدمة في إدارة علاقات الزبون : دراسة تطبيقية في عينة من المصارف العراقية. مجلة الإدارة و الاقتصاد،مج. 2020، ع. 124، ص ص. 62-81.
https://search.emarefa.net/detail/BIM-1090609
Modern Language Association (MLA)
راحيل يحيى إبراهيم والعزاوي، مها عارف بريسم. تأثير جودة الخدمة في إدارة علاقات الزبون : دراسة تطبيقية في عينة من المصارف العراقية. مجلة الإدارة و الاقتصاد ع. 124 (حزيران 2020)، ص ص. 62-81.
https://search.emarefa.net/detail/BIM-1090609
American Medical Association (AMA)
راحيل يحيى إبراهيم والعزاوي، مها عارف بريسم. تأثير جودة الخدمة في إدارة علاقات الزبون : دراسة تطبيقية في عينة من المصارف العراقية. مجلة الإدارة و الاقتصاد. 2020. مج. 2020، ع. 124، ص ص. 62-81.
https://search.emarefa.net/detail/BIM-1090609
Data Type
Journal Articles
Language
Arabic
Notes
-
Record ID
BIM-1090609