العوامل المؤثرة في وقت انتظار العملاء وعلاقتها برضا العملاء "دراسة ميدانية في المصارف العامة في اللاذقية"

Abstract

This research represents a study of the factors affecting waiting time, and this factor is represented in (the internal organization of the bank, technology, number of service providers, method of service delivery) and its relationship to customer satisfaction for the benefit of the public in Lattakia, based on the fact that waiting time is one of the costs that must be focused on greatly by public organizations and study banks in particular, and its impact on the minimum, which is reflected in the quality of services provided.                                                                  

The researcher distributed (100) questionnaires to a sample of bank customers in Lattakia, and the number of questionnaires recovered and valid for analysis that were transcribed was (85) questionnaires. The researcher analyzed the data using the statistical analysis program (SPSS 15).

The researcher reached the following results: There is a significant relationship between the factors affecting waiting time and customer satisfaction in the banks under study. The most influential factor was the technology used, and the least influential factor from the study sample’s point of view was the number of service providers. The researcher recommended developing the technological infrastructure, developing service delivery procedures, and securing experts to manage banking systems.