تقييم جودة الخدمة المصرفية باستخدام نموذج كانو/ دراسة تطبيقية في مصرف آشور الدولي

Dhuha Mohammed Mohammed Rashed; Azzam Abdulwahab Abdulkareem

doi:10.51173/jt.v5i1.981

Authors

Dhuha Mohammed Mohammed Rashed Technical College of Management - Baghdad, Middle Technical University, Baghdad, Iraq.
Azzam Abdulwahab Abdulkareem Technical College of management - Baghdad, Middle Technical University, Baghdad, Iraq.

DOI:

https://doi.org/10.51173/jt.v5i1.981

Keywords:

Banking Service, Quality Service, Kano Model, Customer Needs and Requirements, Ashur International Bank

Abstract

The Kano model is one of the necessary tools for classifying the customer's requirements according to their degree of importance. This research aims to know the needs and requirements of direct importance to the customer when evaluating the quality of the banking service provided, and then classify these requirements and using the Kano model into basic, attractive, one-dimensional and undistinguished requirements, in order to focus on the requirements of the most importance, as a sample for the study (70) questionnaires were distributed to the bank's customers to determine the requirements of the customer. I used the applied method determine what the customer requires. Statistical methods were used using (SPSS V.24; Microsoft Excel) and the most prominent results were that the classification of the quality of banking service according to the Kano model varies from one bank to another depending on the needs and requirements of the bank's customers. Knowing the needs and requirements of the customer from banking services is necessary for the success and survival of any bank.

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Author Biography

Dhuha Mohammed Mohammed Rashed, Technical College of Management - Baghdad, Middle Technical University, Baghdad, Iraq.

Quality Service

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