واقع الصيرفة التقليدية والصيرفية الالكترونية في البنوك العاملة في الضفة الغربية وعلاقتها برضا الزبائن عنها
Date
2007-05-30
Authors
صفاء محمد عمر محتسب
Safa Mohammad Omar Mohtaseb
Journal Title
Journal ISSN
Volume Title
Publisher
AL-Quds University
جامعة القدس
جامعة القدس
Abstract
The aim of this study is to identify the fundamental reality of traditional
banking and electronic banking in the banks operating in the West Bank and
its relationship with the customers’ satisfaction. It also aimed to identify the
degree of management interest in the development and marketing of banking
services, and to identify the most important elements that make customers
prefer either traditional banking or electronic banking. In addition to
identifying the main obstacles and problems faced by customers when using
both traditional banking and electronic banking in the banks operating in the
West Bank.
The population of the study constitutes all marketing managers in all
departments of the 16 regional banks operating in the southern and center of
the West Bank, in addition to all customers of the banks operating in the south
and center of the West Bank, whose number is (469300) up till the date of 9 /
10 / 2006. The selection of the study sample consisted of all 16 marketing
managers, while the banks customers have been selected randomly .The size
of the sample is (384) customers. However, only (353) questionnaires were
collected and were found to be useful for analysis.
The descriptive approach was used in this study, the initial data was collected
through observation and interviews in addition to the two questionnaires
which were designed for bank managers and customers.
Within the context of this study, some of the major conclusions are:
- The majority of customers do not primarily rely on traditional banking, but
the majority prefer electronic banking.
- There was no major development in the banking services to some extent.
- The results also showed that the management of banks shows interest in
the banking and marketing requirements.
- Results showed that customers of the banks in the West Bank feel satisfied
with traditional banking services As for marketing managers view on the
degree of customer satisfaction with banks services operating in the West
Bank the results showed that the largest percentage of customers are
satisfied with the traditional banking services provided .
- The results also showed that customers of banks operating in the West
Bank feel satisfied with the electronic banking services provided point of
The view of the marketing manager on the degree of customer satisfaction
with the electronic banking the results showed that the degree of
satisfaction ranged between satisfied to moderately satisfied.
The most important recommendations:
- Ongoing training for staff particularly how to work under pressure,
communication and marketing skills.
- The necessity of working to satisfy the needs of customers by focusing on
adopting marketing concept rather than production orientation.
- Focus on the marketing research so as to examine the market and customer
needs.
- Work hard to find solutions to major problems and constraints facing
customers in the use of traditional banking by increasing the number of
staff to cope with the volume of work and reduce red tape and paperwork
as much as possible in addition to the work on the provision of car parking
facilities.
- Training customers on how to use electronic banking in order to get rid of
the problems associated with lack of knowledge and ignorance of how to
use banking technologies.
Description
Keywords
بناء المؤسسات والتنمية البشرية , Institutional Building & Human Res. Dev.
Citation
محتسب، صفاء محمد. (2007). واقع الصيرفة التقليدية والصيرفية الالكترونية في البنوك العاملة في الضفة
الغربية وعلاقتها برضا الزبائن عنها [رسالة ماجستير منشورة، جامعة القدس، فلسطين]. المستودع الرقمي
لجامعة القدس. https://arab-scholars.com/cd5899