تاثير تكنولوجيا المعلومات في تحسين جودة الخدمة المصرفية دراسة تطبيقية مقارنة بين المصارف الحكومية والاهليه في محافظة / بابل

The Influence of Information Technology in developing Bank Services

       Information Technology has especial importance in business organizations, as the environmental complexity and the rapid change of the need of costumers lead these organizations to work hard for strengthening their activities and lord performance levels in order to fulfill their needs and ambitions. Thus, bank organizations, in particular, become able to adopt the main principles of Information Technology, use the tools required for maintaining the traditional strategies in bank works, and to make better changes in bank services which are given to the costumers.

     This study deals with investigating the independent variable in its dimensions(including machines and tools, programmers, communications, and human factors) as well as investigating the dependent variable in its dimensions (which include dependency, response, easiness of obtaining services, costumers understanding, ability, validity, communication, and safety). Accordingly, the study adopts descriptive and analeptic methods. It also compares the importance of the variables identified and to interpret the role of Information Technology in reinforcing the performance of bank services. In addition, the study aims to answer creation questions according to which the theoretical part of the study is based, and to reform nine hypotheses that test the ties in terms of their relations, difference, and effect. The study is based upon a number of ready- made international meters which are developed. The data are collected from (87) workers and costumers in six governmental and public banks in Babylon, by means of depending developed statistical, descriptive, and prescriptive techniques based on (SPSS 10) order.

    The results of the assessment antler analysis of the hypotheses refer to some abstract interrelations having (0.05) degree in Information Technology and its dimensions in reinforcing the performance of bank services and their dimensions. It also reaches the various dimensions of information Technology in terms of its direct and indirect effects in supporting the bank services and vice versa. The study concludes that  the banks under study expect to face extreme struggle and they may be unable to cope with the technological changes and developments which are in speedily progress unless they resort to the employment of highly developed technological instruments and benefit from their human factors available. Finally, the study suggests the telecomm editions that bank managers must be encouraged to introduce and employ highly developed technological instruments as the(ATM) services, the internet, and the saving cards as well as encouraging the costumers to use the previously identified technological instruments to cope with the developments occurring in the field of knowledge industry.