تقييم جودة الخدمة المصرفية لمصارف القطاع الخاص في محافظة الرقة

Authors

  • رضوان العمار
  • أحمد صقر
  • مصطفى نور الله

Abstract

هدفت هذه الدراسة إلى تقييم واقع الخدمة المصرفية المقدمة من قبل مصارف القطاع الخاص في محافظة الرقة، إذ بينت نتائج الدراسة التي تمت على امتداد 8 أشهر واعتمدت على مقياس " جودة الخدمة المدركة " SERVPERF، أن بعد " العناصر المادية ( التجسيد ) " هو أكثر الأبعاد وجوداً في حين أن بعد " الاعتمادية " هو البعد الأقل وجوداً، كما بينت الدراسة أن العوامل الديموغرافية تلعب درواً مهماً في جودة الخدمة المقدمة من قبل المصارف الخاصة في محافظة الرقة و على الأخص ( الجنس، جهة العمل ، العمر ). تم التوصل إلى هذه النتائج من خلال تحليل البيانات بواسطة برنامج SPSS  وبالاعتماد على تحليل التباين و تحليل الانحدار لعينة عشوائية مؤلفة من (37) عميلا من عملاء المصارف الخاصة في محافظة الرقة.

This research aims at evaluating Service Quality at private banks at Al-Raqqa governorate. The findings of research, which  conducted for 8 months, has revealed that  that "tangibility"   is the most existence dimension, while "reliability" is the less existence dimension. In fact, the research is based on SERVPERF scale “perceive service quality”; also the research reveals that demographic factors play a significant role  in  Service Quality at private banks at Al-Raqqa governorate, particularly (Gender, Business Sector, Age). This results come to surface after statistical analysis based on ANOVA & Regression analysis applied on a random  sample consisting of 37 clients from privates banks at Al-Raqqa governorate.

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Published

2019-02-04

How to Cite

العمار ر., صقر أ., & نور الله م. (2019). تقييم جودة الخدمة المصرفية لمصارف القطاع الخاص في محافظة الرقة. Tishreen University Journal- Economic and Legal Sciences Series, 34(4). Retrieved from https://journal.tishreen.edu.sy/index.php/econlaw/article/view/7842

Issue

Vol. 34 No. 4 (2012): العلوم الاقتصادية والقانونية

Section

Articles

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