دور القیم الثقافیة فی إدراک وتقییم العملاء لجودة الخدمات المصرفیة وأبعادها

حنان محمد محمد عفیفی
2017 مجلة کلیة التجارة للبحوث العلمیة.جامعة الإسکندریة  
The study aims to identify the role of cultural values in the customers' perception and evaluation of service quality in banking, and to identify the relative importance of the dimensions of quality that customers use when evaluating the level of service quality. The study used the Hofstede scale (Hofestede,1980) to measure the cultural values in Egypt and servperf scale (Cronin and Taylor, 1992) to measure customers' evaluation of banking sevices quality. Using Canonical correlation analysis,
more » ... relation analysis, The finding reported that Egyptian customers evaluations of the dimensions of the quality of banking services is from average to good, and that assessment were positive for the guarantees, and reliability. The results revealed that the Egyptian customers believe that the response is ranked first when evaluating service quality of banking. ‫ذذذس‬ ‫لذ‬ ‫ذذذم‬ ‫ذذذال‬ ‫ذ‬ ‫جذذذ‬ ‫ذذذً‬ ٍ ‫ذذذ‬ ‫لجاذ‬ ‫لجاذذذ‬ ‫يرذذذخل‬ ‫ذذذص‬ ‫ذ‬ ‫خي‬ ‫خن‬ ‫لنحخدذذذص‬ ‫ذذذحٍا‬ ‫اذ‬ ‫لناخ‬ ‫يرذذذخنص‬ ‫لذذذس‬ ‫ذذذة‬ ‫ذ‬ ‫جذذذم‬ ‫لن‬ ‫هذذذال‬ ‫ذحخا‬ ‫ةرذ‬ ‫أ‬ ‫ذخ‬ ‫ٌذ‬ ‫ذخي‬ ‫لححذ‬ ‫ذص‬ ‫ةلرٍذ‬ ‫حأي/‬ ‫ذ‬ ‫لنذ‬ ‫ذحخا‬ ‫لألرذ‬ ‫ذأٌ‬ ‫لنحاذ‬ ‫ذس‬ ‫ياذ‬ ‫ٌس‬ ‫ذ‬ ‫لنذ‬ ‫ذ‬ ‫ذ‬ ‫حأي/‬ ‫ذ‬ ‫/لنذ‬ ‫يٌصم‬ ‫ذكر‬ ‫لألرذ‬ ‫ذص‬ ‫خلألذ‬ ‫ذخيام‬ ‫لنحرذ‬ ‫ذص‬ ‫كهٍذ‬ ‫لنحرخ‬ ‫كهٍص‬ ‫لنااخ‬ ‫اخل‬ ‫لأل‬ ‫دليا‬ ‫ةرحخا‬ ‫خ/ي‬ ‫لنغا‬ ‫يٌص.‬ ‫لألركر‬ ‫خلألص‬ ‫يا‬ ‫العلمية‬ ‫للبحوث‬ ‫التجارة‬ ‫كلية‬ ‫مجلة‬ ‫التجارة‬ ‫كلية‬ ‫العدد‬ ‫ال‬ ‫ثاني‬ -‫المجلد‬ ‫ابع‬ ‫الر‬ ‫والخمسون‬ -‫يوليو‬ 1027 ‫ية‬ ‫اإلسكندر‬ ‫جامعة‬ ‫أ‬ / ‫حنان‬ ‫محمد‬ ‫محمد‬ ‫عفيفي‬ ‫معيدة‬ ‫ب‬ ‫إدارة‬ ‫قسم‬ ‫األعمال‬ ‫التجارة‬ ‫كلية‬ -‫ية‬ ‫األسكندر‬ ‫جامعة‬ ‫دور‬ ‫القيم‬ ‫اك‬ ‫إدر‬ ‫في‬ ‫الثقافية‬ ‫وتقييم‬ ‫العمالء‬ ‫لجودة‬ ‫أبعادها‬ ‫و‬ ‫المصرفية‬ ‫الخدمات‬
doi:10.21608/acj.2017.44706 fatcat:36cqlddojvcltiurhpgjzs7mqi