إختبار تأثير سلوكيات القيادة الكمومية في تحسين رحلة الزبون
DOI:
https://doi.org/10.36322/jksc.176(B).19559الكلمات المفتاحية:
سلوكيات القيادة الكمومية، رحلة الزبون، والمصارف الأهلية في العراقالملخص
هدف البحث الحالي إلى إختبار تأثير سلوكيات القيادة الكمومية في تحسين رحلة الزبون. تم ذلك من خلال إستطلاع آراء مجموعة من مقدمي الخدمات المصرفية العاملين في المصارف الأهلية في العراق والذين هم على إتصال مباشر مع الزبائن والبالغ عددهم (126) موظفاً، وذلك من خلال توزيع إستمارة إستبيان عليهم. تم تحليل البيانات التي تم جمعها بإستخدام برنامجي (SPSS V.22) و (SmartPLS3). وتم إستخدام برنامج (Microsoft Excel 2016) لغرض تمثيل النتائج بمخططات بيانية. أظهرت نتائج البحث أنه يوجد تأثير ذو دلالة معنوية لسلوكيات القيادة الكمومية في تحسين رحلة الزبون في المصارف الأهلية في العراق. وهذا يعني أن تبني القيادة الكمومية يمكن أن يكون له تأثير إيجابي على تجربة الزبائن وجودتها خلال رحلتهم مع المصارف.
التنزيلات
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