أثر بطاقة الأداء المتوازن في جودة الخدمات المصرفية

دراسة استطلاعية لآراء عينة من العاملين في المصرف الصناعي العراقي

Abstract

The Competition and pressure that face the organizations in the
contemporary business environment lead to the need for financial and
non-financial information to evaluate their current performance and try
to improve it by an integrated system to measure the performance and
evaluate it. Through using group of scales, that provides a framework to
accomplish, the strategy in accordance with the nature of the surrounding
environment. In this respect, the research attempts to discover the
relationship between the balance score card aspects to evaluate service
and quality diminsions to participate in supporting the competitive status
of the Iraqi Industrial Bank (As Studied Bank). In order to achieve that,
the research depends on two main hypotheses; the first one shows the
extent of the statistical significant correlation between the balance score
aspects card and the service quality diminsions. The second shows that
there is a significant influence of the balance score aspects card on the
quality of the service.
The research comes up with a set of conclusions; one of them is the
existence of a sprintal correlation between Balance Score Card and the
Quality of Banking Service on both levels: portial level and total level.
This correlation affirms the main hypothesis of the research and its
consequent hypotheses.
In addition, a set of suggestions that help in solving the problem of
the research is given. A major suggestion is the need for the continuous
effort of the bank management to provide its customers with the best
services to get a word and honor certificates which provides motivation
and support for both bank management and workers.