مدي اثر استخدام six sigma غير المخطط علي رضا الزبائن في بنك الاسكان للتجارة والتمويل

الخطيب, مهند (2009) مدي اثر استخدام six sigma غير المخطط علي رضا الزبائن في بنك الاسكان للتجارة والتمويل. Masters thesis, جامعة الشرق الاوسط.

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Abstract

The study aimed at applying the six sigma standards on Housing Bank for Trade and Finance environment to knowing the applying level. In order to achieve the objectives of the study, and to gather the primary information, the researchers designed tow a questionnaire. The statistical package for social sciences (SPSS) program was used to analyze and examine the hypotheses. The study sample consists of (120) employee by random sample working in Housing bank for Trade and Finance and (310) customers. After executing the descriptive analysis and regression analysis to study hypotheses; the sudy concluded that: 1. There is significant statistical impact to employee incentive, effectiveness increase on customer satisfaction improvement.  2. There is significant statistical impact to operational process on customer satisfaction improvement. 3. There is significant statistical impact to organizational Structure on customer satisfaction improvement. 4. There is significant statistical impact to internal control environment on customer satisfaction improvement. 5. There is significant statistical relationship between six sigma on time circle reduce. 6. There is significant statistical relationship between six sigma changes on mistake reduce. 7. The sigma level in Housing bank for trade and finance for all standards fell between the three and four level

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