تصميم برنامج محوسب لتقييم جودة الخدمة المصرفية من وجهتي نظر المديرين والزبائن

Design a Computerized Program To Evaluate The Banking Service Quality From Point of View of Costumers And Managers

Abstract :

The study aims to design a computerized program to assess the quality of service banking submit to others who concern about that like: departments banking at various levels as well as investors and its related entities other. The program aims to diagnose the weakness in performance that was to sign it through cohabitation field in Iraqi banks before the study , and the lack of software standards for the diagnosis the defect and measure the quality of banking service in preparation for processing. Relying on the criteria that got the highest percentage agreement between writers and researchers, namely, (reliability, responsiveness, empathy, Assurance , Intangibility) through my application questionnaire prepared for this purpose included each (30) question by six questions for each standard formulated according to fifth Likert Quintet scale, the first form directed to managers and heads of departments and staff with expertise in banking study sample Which their number(148)reach to Director (28) of them in the testing phase and (120) in the implementation phase, and the second Form directed to customers banks sample’s (240) customer (30) of them in the testing phase and (210) in the implementation phase. The program tested in two banks from the governmental sector banks as that found that there are different views bank managers of the test sample with respect to the application of quality banking service. The program implemented in six Iraqi governmental and private banks, since it was found that the majority of the views were close regarding to the managers and the customers view. The study found a number of conclusions, including: – The results extracted from the program to assess the quality of service banking match results extracted according to the equations of statistical applied in the process of testing the program we can use of the program rather than equations statistical and release the accurate results and highly efficient, effective and free from the risk of error. The study found several recommendations including: We suggest on the CBI and the general managers in both Al- Rafedian and Al- Rashid banks to popularize the program in its branches and departments and making it as a general program to assess the quality of banking service. – The neediness to open training courses for staff to work on modern computerized techniques for the purpose of turning the banking operations from papered to electronic one and this the efficiency of this operation and reduced the efforts &time in addition to the cost and the level of quality of service banking .