أثر رأس المال البشري على تحسين جودة الخدمات المصرفية : دراسة حالة البنك التجاري اليمني

Abstract EN

The study aims at examining the impact of human capital on improving the quality of banking services in the Yemeni Commercial Bank.

The study relied on the analytical descriptive method by returning to the books and scientific journals related to the concept of human capital and improving the quality of banking services.

All employees working at Yemeni Commercial Bank were targeted.

The survey method consisted of 112 employees at all administrative levels.

A questionnaire was distributed to measure the research variables and tests its hypotheses.

The study revealed many results, the most important of which was the existence of a statistically significant effect, at the level of (a < 0.05) of human capital by its dimensions; (ability, knowledge, skill, experience), to improve the quality of banking services in all its dimensions (tangibility, reliability, responsiveness, assurance, and empathy).

In light of the results, the study recommended to raise the awareness of human capital concept for its role in improving the quality of banking services in the Yemeni Commercial Bank.

The study recommended the bank management to encourage quality culture among employees working in the bank.