The Impact of Human Resource Management Practices on Improving the Quality of Banking Services (A field study in public banks operating in the city of Latakia)
Keywords:
Human resources management practices, recruitment, performance appraisal, training, banking service quality, tangibility, reliability, responsiveness, security, empathy.Abstract
The study aimed to clarify the impact of human resource management practices on improving the quality of banking services.
The two researchers adopted the descriptive analytical approach in their study, where secondary and primary data were collected through a questionnaire designed for this purpose. Three hundred questionnaires were distributed to a convenience sample of employees, of which 270 were returned, and 250 were valid for analysis.
The research population consisted of managers, department heads, and administrators in public banks in Latakia, representing the groups most closely related to the study's subject. SPSS version 26 was then used as the tool for analyzing the available data.
The study reached a number of conclusions, including: Human resource management practices are one of the main determinants of the quality of banking service. The significant correlation between the dimensions studied shows that service quality is an integrated concept, and that improving any dimension of it requires improving human resource management practices as a whole.
