دور التخطط الاستراتيجي في تحسين جودة الخدمات المصرفية من وجهة نظر العاملين في البنك الاسلامي الفلسطيني The role of strategic planning in improving the quality of banking servicesfrom the perspective of the Palestinian Islamic Bank employees

الفرا, سمر (2021) دور التخطط الاستراتيجي في تحسين جودة الخدمات المصرفية من وجهة نظر العاملين في البنك الاسلامي الفلسطيني The role of strategic planning in improving the quality of banking servicesfrom the perspective of the Palestinian Islamic Bank employees. Masters thesis, جامعة الاقصي.

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Abstract

This study aims at identifying the role of strategic planning in improving the quality of banking services by applying to the Palestinian Islamic Bank in the southern governorates. The study community was composed of all (66) employees with supervisory positions. To achieve the objectives of the study, the analytical descriptive approach was used. The study also relied on using questionnaires, which were distributed using the comprehensive inventory method, as main tools for collecting data. The questionnaires recovered and valid for statistical analysis were (63) questionnaires, which represent (95.45%) of the distributed questionnaires. The study produced several findings, the most important of which were: The approval rating of respondents on strategic planning was significant, with a relative weight (84.29%). It also showed that there was very much approval about the quality of banking services, having a relative weight (88.81%). The results also showed a positive, statistically significant relationship between strategic planning in its five dimensions and the quality of banking services. In addition, it also showed a positive, statistically significant of strategic planning dimensions (strategic orientation, evaluation and follow-up) in the quality of banking services. It also indicated that there were no differences between the average responses of the respondents on strategic planning, due to (gender, years of service); while there were differences between the average responses of the respondents on strategic planning due to the variable of (age interval, academic qualification). It also indicated that there were no differences in the average responses of the respondents on the quality of banking services due to (gender, age interval, educational qualification, and years of service). The study made a series of recommendations, the most important of which were: The need to identify weaknesses in the internal environment of the bank through environmental analysis in order to reduce vulnerabilities and turn them into strengths. Add to that, the need for the Bank to ensure the satisfaction of its clients and to respond to their expectations by adopting strategic approaches that serve that purpose. As well as, working to reduce the waiting time in providing services to customers by providing specialized employees working to perform an integrated package of services. In addition, there is a need to build higher levels of relationships between bank management and clients in terms of the quality of the banking services provided by the bank.

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