إعادة هندسة عمليات الخدمة و أثرها في سلوك مواطنة الزبون : دراسة استطلاعية في عينة من المصارف في محافظة نينوى
Other Title(s)
Re-engineering service processes and their impact on enhancing customer citizenship behavior : an exploratory study in a sample of banks in Nineveh governorate
Joint Authors
الحمداني، رعد عدنان رؤوف
شهد فاروق حامد
Source
مجلة تكريت للعلوم الإدارية و الاقتصادية
Issue
Vol. 17, Issue 56، ج. 2 (31 Dec. 2021), pp.347-363, 17 p.
Publisher
Tikrit University College of Administration and Economic
Publication Date
2021-12-31
Country of Publication
Iraq
No. of Pages
17
Main Subjects
Topics
Abstract EN
The aim of the research was to present a theoretical framework that revolves around the re-engineering of service processes and customer citizenship behavior and testing the relationships and influence between them through the distribution of 62 questionnaires.
It was analyzed using the (SPSS and AMOS) program, and a number of conclusions were reached, perhaps the most prominent of which is the existence of a significant relationship between the research variables at the macro level, as well as a significant impact of re-engineering service operations in the behavior of customer citizenship.
The research presented a number of proposals, the most important of which is increasing the interest of the management of the banks in question with the contents of administrative thought in the areas of re-engineering service operations and customer citizenship behavior and enhancing it among managers because of its contribution to survival in the business world, as well as increasing the interest of the management of the company in question in re-engineering service operations and customer citizenship behavior and work to apply them properly through holding conferences and training courses for managers with the aim of improving performance in the areas of service process re-engineering and customer citizenship behavior.
In testing its hypotheses, the research relied on the descriptive analytical method.
American Psychological Association (APA)
الحمداني، رعد عدنان رؤوف وشهد فاروق حامد. 2021. إعادة هندسة عمليات الخدمة و أثرها في سلوك مواطنة الزبون : دراسة استطلاعية في عينة من المصارف في محافظة نينوى. مجلة تكريت للعلوم الإدارية و الاقتصادية،مج. 17، ع. 56، ج. 2، ص ص. 347-363.
https://search.emarefa.net/detail/BIM-1367803
Modern Language Association (MLA)
الحمداني، رعد عدنان رؤوف وشهد فاروق حامد. إعادة هندسة عمليات الخدمة و أثرها في سلوك مواطنة الزبون : دراسة استطلاعية في عينة من المصارف في محافظة نينوى. مجلة تكريت للعلوم الإدارية و الاقتصادية مج. 17، ع. 56، ج. 2 (2021)، ص ص. 347-363.
https://search.emarefa.net/detail/BIM-1367803
American Medical Association (AMA)
الحمداني، رعد عدنان رؤوف وشهد فاروق حامد. إعادة هندسة عمليات الخدمة و أثرها في سلوك مواطنة الزبون : دراسة استطلاعية في عينة من المصارف في محافظة نينوى. مجلة تكريت للعلوم الإدارية و الاقتصادية. 2021. مج. 17، ع. 56، ج. 2، ص ص. 347-363.
https://search.emarefa.net/detail/BIM-1367803
Data Type
Journal Articles
Language
Arabic
Notes
-
Record ID
BIM-1367803