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Title: أثر الالتزام التنظيمي في تحسين جودة الخدمات المصرفية
Other Titles: دراسة حالة :(مصرف المزارع التجاري فى الفترة من 2008-2013م)
Authors: محمد كمال محمد صالح
Keywords: أسامة زين العابدين سيد أحمد محمد الركابي
الخدمات المصرفية
تحسين الجودة
الإلتزام التنظيمي
مصرف المزارع التجاري
ولاء العمال
Issue Date: 2015
Citation: جامعة افريقيا العالمية - عمادة الدراسات العليا - كلية العلوم الإدارية- قسم إدارة الأعمال
Abstract: Abstract The study aims to indicate the effect of emotional, continuity and normative commitment on enhancing the quality of banking services. The problem of the research is that the organizational commitment in some of the modern organizations has become less than ambitions or that might be because of the managers of these organizations lack to the basic active skills that plays a significant role in instilling the culture of organizational commitment. The hypothesis of the study were based on; emotional commitment of the employees leads to enhancing the quality of banking services in commercial banks, also the continuity commitment, also the normative commitment of the employees enhances the quality of banking services in commercial banks. The research used the historical method and the analytic descriptive method and case study method. The research got to many conclusions, the most important of which are; the organizational commitment among employees is not absolute, and it's determined by the nature of the activities the employee do in the bank. Also the continuous enhancement and improvement in the external environment of the banks is a priority, for the importance of that in developing a mental image among the clients, beside providing a high standard services environment ensures fast performance and comfort among clients, also banks provide many communication ways with clients all day long, even on weekends, and providing electronic substitutions to respond to clients inquiries at any time of the day. Based on these conclusions, the research presents a number of recommendations, the most important of which are; strengthening the organizational commitment among bank employees for its importance in presenting distinguished services. Also discussing the variables that limit the organizational commitment among employees in different administrative levels, also detecting marketing chances that might be made use of to enhance the quality of banking services.
Appears in Collections:أطروحات الماجستير

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