كلية التجارة
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Item الدور الوسيط لتميز الخدمة المصرفية في العلاقة بين التسويق الالكتروني ورضا العملاء (بالتطبيق على بنك البلد)(جامعة النيلين, 2019) معاذ محمد طاهر محمد علي آدمالمستخلص تناول البحث الدور الوسيط لتميز الخدمة المصرفية في العلاقة بين التسويق الالكتروني ورضا العملاء بالتطبيق على بنك البلد. وتمثلت مشكلة البحث في توضيح دور الخدمة المصرفية المتميزة في استخدام التسويق الالكتروني كخدمة متميزه في الحصول على رضا العملاء . حيث تمثلت مشكلة البحث في التساؤلات الآتية: هل يساهم التسويق المصرفي الالكتروني في رضا العملاء المنتسبين للمصرف ؟ هل يساهم التسويق المصرفي الإلكتروني في تميز الخدمة المصرفية التي يقدمها المصرف ؟هل يساهم تميز الخدمة المصرفية في رضا العملاء للتعامل مع المصرف؟. وبناءاً على اسئلة المشكلة تم وضع الفرضيات الاتية: توجد علاقة ذات دلالة احصائية بين التسويق الإلكتروني وتميز الخدمة المصرفية ، توجد علاقة ذات دلالة إحصائية بين تميز الخدمة المصرفية ورضا العملاء ، توجد علاقة ذات دلالة إحصائية بين التسويق الإلكتروني ورضا العملاء. تم تطبيق المنهج الوصفي، واستخدمت أدة الدراسة الااستبانة لجمع البيانات حيث تم اخذ عينة عشوائية من العملاء بلغت (100) استبانة وزعت لعملاء البنك، وتم تحليل البيانات الميدانية واثبتت صحة جميع الفرضيات المزكورة وبالتالي تم قبولها . تمثلت أهم النتائج في أن هنالك علاقة ايجابية بين التسويق الإلكتروني ورضا العملاء، توجد علاقة بين التسويق المصرفي الإلكتروني وتميز الخدمات المصرفية، توجد علاقة بين ابعاد التسويق الالكتروني وتميز الخدمة المصرفية، توجد علاقة ايجابية بين تميز الخدمات المصرفية ورضا العملاء. تمثلت أهم التوصيات في الاهتمام برضا العميل وفقاً للإيفاء بمتطلباته، الاهتمام بتوفير خدمات مصرفية متميزة وفق توقعات العملاء ، توفير وتسهيل طرق التواصل مع موظفي البنك. Abstract The research deals with the mediating role of banking service excellence in the relationship between electronic marketing and customer satisfaction with the application to North Islamic Bank. The research problem was to clarify the role of the distinguished banking service in using electronic marketing as a distinguished service in obtaining customer satisfaction. For the purposes of this research, the questions were as follows; Does electronic banking marketing contribute to the satisfaction of affiliated customers of the bank? Does electronic banking marketing contribute to the excellence of the banking service provided by the bank? Does excellence of banking service contribute to customer satisfaction in dealing with the bank? Based on the questions of the problem, the following hypotheses were put in place; There is a statistically significant relationship between e-marketing and the excellence of the banking service, There is a statistically significant relationship between the excellence of banking service and customer satisfaction, there is a statistically significant relationship between e- marketing and customer satisfaction. The descriptive approach was applied, and the study tool used a questionnaire to collect data, where a random sample of loo clients was taken. A questionnaire was distributed to the bank’s customers, the field data was analyzed and all the assumptions assumed were correct and therefore accepted. The most important results were that there is a positive relationship between e-marketing and customer satisfaction. there is a relationship between e-banking and the excellence of banking services. There is a relationship between the dimensions of electronic marketing and the excellence of banking service, there is a positive relationship between the excellence of banking services and customer satisfaction. The most important recommendations were to pay attention to the customer’s satisfaction in accordance with the fulfillment of its requirements, to pay attention to providing distinguished banking services according to the customers expectations, Providing and facilitating ways to communicate with bank employees.Item أثر تقنية المعلومات على تسويق الخدمات المصرفية فى السودان بالتطبيق على بنك فيصل الإسلامى االسودانى(جامعة النيلين, 2010) زحل الزبير محمد أحمد13 Abstract Banks operate in a changing environment. This necessitates that they adopt modern techniques, in marketing their services, to cope with this continuous change, in the needs and wants of their customers, the great development in banking marketing, on the regional and international sphere. This contact occurs, except under a banking marketing management, which shall be on equal-footing, with the other Administrations, in the organization, in the organization structure. This study projects the problem of information technology, at Faisal Islamic Bank. The efficacy of this back to render modern banking services was fully effective, in the last times. This is due to the reasons, which could be stated, in the following questions: 1- What the impact of information technology on the marketing services. 2- Would the use of modern information technology, increase the efficacy of the marketing of banking services, at Faisal Sudanese Islamic Bank. 3- Would the training of the officials, on the modern information technology, lead to the quick performance of the marketing operations, at this bank. 4- The services element, the more affected by technology at Faisal Islamic Bank? The study covered the state of affairs, at Faisal Islamic Bank, for the years (2004 to 2009). The study hypothesis, were as follows:- 1- The used of developed information technology, increases the efficacy of marketing the banking services, at Faisal Islamic Bank. 2- The training of officials on new information technology, leads to quick performance of the marketing operations, in this bank. 3- The services element, is the more affected of all elements, by technology, at the Faisal bank. This study adopted the descriptive approach, by describing the banking services marketing operations, at the Faisal bank. Also, it adopted the introductive approach which depends of the field primary resources, by the use of a questionnaire form- for the study sample. The deductive approach was also used, by consulting related scientific books and references. Further more, the statistical analytic approach, was used, for analyzing the results of the questionnaire, and the extent of the correctness of the hypothesis. Through the process of analysis, the researcher found that all the hypotheses were correct thus, the results were as follows:- 1- the use of information technology, assists in the attraction of deposits, to Faisal Islamic Bank. 2- The information technology marketing, at Faisal Islamic Bank, is effective, in offering bank services. 3- The marketing information technology, at this bank, is effective, which led to the distinguished banking service. 4- The use of information technology, at Faisal Bank, facilitates the performance of more than one service, at same time. 5- The use of Faisal Bank of information technology, led to shortening the time of obtaining information and various reports. 6- The training of the officials on the new information technology leads to the quick performance of the banking operations, at Faisal Islamic Bank. The research recommends the treatment of the problem, through the following: 1- training sessions should be conducted, for the officials, internally and externally, at Faisal Islamic Bank, in the field of modern information technology. 2- Care for the customer, remains though holding seminars and cultural courses, in the field of information technology. 3- There is a need for caring for the good quality, of the electronic networks, through the modern technology of information, to offer distinguished banking services. 4- The intensification of the efforts by the Central Bank of Sudan, to direct for the increase of the banking awareness, though enlightening the citizens of the benefits of the use of banking modern information technology. 5- What remains, is the increase of the customers banking services, to enhance confidence. 6- An attempt must be made, to face competition, with the other banks which offer similar services.