دور إدارة المعرفة في تحسين جودة الخدمات المصرفية -دراسة حالة لبعض البنوك العمومية العاملة بمدينة الجلفة

Abstract

This study aims to investigate the contributions of knowledge management in improving the quality of banking services of the five dimensions, as well as what is the impact of demographic variables on the quality of banking services, in banks under study. To achieve the objectives of the study was designed two questionnaires, one directed to the workers as employees on one hand and as internal customers on the other hand, and numbered 65 workers, and the other directed to external customers where the number reached 97 customer. To test the validity of hypotheses that were put forward were followed descriptive analytical method and used statistical analysis tools, depending on the output of SPSS program. The study found the following results: • There is a statistically significant relationship between knowledge and the quality of banking services management requirements; • There is a statistically significant relationship between the processes of knowledge and quality of banking services management; • There is a statistically significant effect of spirits between knowledge and the quality of banking services management requirements; • There is a statistically significant effect of moral knowledge among the operations and quality of banking services management; • There were no statistically significant differences in the quality of banking services related to gender differences for workers; • There are significant differences in the quality of banking services due to the variable age, years of experience, educational qualification differences for workers; • There were no statistically significant differences in the quality of banking services due to the variable age differences for customers; • There are significant differences in the quality of banking services related to gender, educational qualification differences, and function for customers.