واقع ضُغوطِ العملِ واثرها عَلى علاقة الموظَّف بالعميل في قِطاع الخَدماتِ المَصرفيّة (مِنطقةُ الجنوب)
Date
2019-08-24
Authors
هِداية عريف محمّد الدّويك
Hedaya Areef Mohammad Dweik
Journal Title
Journal ISSN
Volume Title
Publisher
Al-Quds University
Abstract
The study aimed at identifying the reality of work overload in the banking services
sector and how it affects the employee relationship with the clients. In order to
achieve the objectives of the study the descriptive approach was used. The study
sample consisted of (120) Palestinian banks’ employees and the banks are the
Palestinian Islamic Bank and the Bank of Jordan residing in Hebron and
Bethlehem.
The results of the study indicate that the reality and causes of work overload in the
banking sector came in a medium degree. The impact of work overload on the
relationship between the employee and the clients in the banking services sector
was very high. It also showed that the impact of decisions, policies and
administrative procedures on increasing the work overload of the employee in the
banking sector came in a moderate degree. The employee's ability to deal with the
gap between management requirements and customer needs in the banking sector
came in a high degree. The results indicate that there are differences in the variable
of working overload between the Palestinian Islamic Bank and the Bank of Jordan
and they were in favor of the Palestinian Islamic Bank. There are no differences
according to the other variables which are (gender, age, job title, and years of
service).
The study recommends that attention should be given to the human element
objectively and fairly as it is real and effective investment in the progress and the
development of different institutions and companies. Also attention should be
given to the process of communication among the administrators’ staff and
building bridges of understanding to know the most significant causes of work
overload to find effective solutions to them. Also, there should be contribution to
the work process to meet the needs of the clients without detraction. In addition,
modern administrative procedures should be followed to reduce the work overload
such as providing an appropriate environment to release the capacities and
capabilities of the staff, and direct them towards creativity at work.
Description
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Citation
الدّويك، هِداية محمّد. (2019). واقع ضُغوطِ العملِ واثرها عَلى علاقة الموظَّف بالعميل في قِطاع الخَدماتِ
المَصرفيّة (مِنطقةُ الجنوب) [رسالة ماجستير منشورة، جامعة القدس، فلسطين]. المستودع الرقمي لجامعة القدس.
https://arab-scholars.com/2e062b