تقييم رضا العملاء عن الخدمات المصرفية الرقمية: دراسة حالة مصرف التجارة والتنمية، بنغازي

المؤلفون

  • محمد عبد الله عمر الفرجاني 1*، عادل رابح يونس الدرسي 2 1College of Biomedical Sciences, Universti of Benghazi, Libya 2College of Economic & Political Sciences, Universti of Benghazi, Libya ، 1 قسم إدارة المختبرات، كلية العلوم الطبية الحيوية، جامعة بنغازي، بنغازي، ليبيا 2 قسم الإدارة، كلية الاقتصاد والعلوم السياسية، جامعة بنغازي، بنغازي، ليبيا المؤلف

DOI:

https://doi.org/10.65405/.v10i37.458

الكلمات المفتاحية:

الخدمات المصرفية الرقمية، رضا العملاء، مصرف التجارة والتنمية، بنغازي.

الملخص

هدفت هذه الدراسة إلى دراسة رضا العملاء عن الخدمات المصرفية الرقمية التي يقدمها مصرف التجارة والتنمية في بنغازي، ليبيا، حيث أصبحت الخدمات المصرفية الرقمية ذات أهمية متزايدة لتعزيز الراحة وإمكانية الوصول. استُخدم استبيان مُهيكل لجمع البيانات من 187 مُستجيبًا، وحُللت النتائج باستخدام أساليب إحصائية مناسبة. كشفت النتائج أن سهولة الاستخدام المُتصورة، والفائدة المُتصورة، والثقة، والموقف تجاه الخدمة، والراحة، جميعها كان لها تأثيرات إيجابية وهامة على رضا العملاء. على الرغم من أن الدراسة أقرت ببعض القيود مثل التحيز المُحتمل للمستجيبين واحتمالية ألا تعكس بعض الردود الآراء الفعلية بشكل كامل، إلا أن هذه القيود لم تُعتبر ذات دلالة إحصائية نظرًا لحجم العينة. قدمت النتائج آثارًا وتوصيات قيّمة لصانعي السياسات والمؤسسات المصرفية والباحثين في المستقبل لمواصلة تحسين الخدمات المصرفية الرقمية وتعزيز رضا العملاء.

التنزيلات

تنزيل البيانات ليس متاحًا بعد.

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التنزيلات

منشور

2025-11-25

كيفية الاقتباس

تقييم رضا العملاء عن الخدمات المصرفية الرقمية: دراسة حالة مصرف التجارة والتنمية، بنغازي. (2025). مجلة العلوم الشاملة, 10(37), 1573-1596. https://doi.org/10.65405/.v10i37.458