أثر جودة الخدمات المصرفية على رضا العملاء في البنك العربي في سورية (دراسة حالة)
DOI:
https://doi.org/10.5281/zenodo.21755753الكلمات المفتاحية:
جودة الخدمات المصرفية، الاعتمادية، الأمان، رضا العملاء، البنك العربي في سوريةالملخص
يهدف البحث إلى تحديد أثر جودة الخدمات المصرفية بأبعادها (الملموسية، الاعتمادية، الأمان، التعاطف) على رضا العملاء للبنك العربي في سورية؛ ولتحقيق أهداف البحث تم استخدام المنهج الوصفي التحليلي، من خلال مراجعة الأدبيات المتاحة من كتب ومجلات ودوريات بالإضافة إلى منهج دراسة الحالة، وفي الجانب العملي تم جمع المعلومات الخاصة بمتغيرات البحث من خلال تصميم استبانة حيث تم توزيع (400) استبانة على العملاء المتعاملين مع المصرف محل البحث، وقد تم استرداد 384 استبانة صالحة للتحليل الاحصائي، واستبعاد 16 استبانة لعدم الجدية في تعبئة البيانات من أجل اختبار الفرضيات والإجابة على أسئلة البحث باستخدام الأساليب الإحصائية المناسبة وبرنامج SPSS 26؛ و توصل البحث إلى نتائج أهمها: إن جودة الخدمات المصرفية لها تأثير إيجابي ومعنوي على رضا العملاء، وأظهرت نتائج الإجابات من خلال تحليل معاملات الارتباط أن جميع أبعاد الجودة (الملموسية، والاعتمادية، والأمان، والتعاطف) تُساهم بشكل مباشر في تعزيز مستوى الرضا العام لدى العملاء.
التنزيلات
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