خوارزمية جينية متعددة الأهداف لتقييم عوامل جودة الخدمة في البيئة المصرفية

القسم: Research Article
إصدار
مجلد 35 عدد 2 (2026): Volume 35, Issue 2
الصفحات
68-82

الكلمات المفتاحية:

Service Quality، Banking، Customer Satisfaction، Multiple Regression، Genetic Algorithm

الملخص

تقترح هذه الدراسة إطار عمل متعدد الأهداف قائم على الخوارزمية الجينية لتحسين المحددات الرئيسية لجودة الخدمة في البيئات المصرفية، متجاوزةً بذلك قصور نموذجي SERVQUAL وBSQ التقليديين. تستخدم الدراسة البنوك النيجيرية كدراسة حالة لتوفير مقياس موثوق لجودة الخدمة في البنوك. وقد شكّل نموذج BSQ الأساس لنموذج SERVQUAL المُعتمد. استُخدم مقياس ليكرت خماسي النقاط في استبيان موحد، وجُمعت 136 إجابة صالحة. بناءً على نموذج BSQ، أُخذ 22 بندًا في الاعتبار، وجرى فحص أهمية هذه العوامل لرضا العملاء. استُخرجت أهم المعايير لتقييم جودة الخدمة باستخدام تحليل العوامل. وفقًا لتحليل العوامل الرئيسية، اختيرت ثمانية (8) بنود لقياس مدى جودة الخدمات المُدركة في البنوك. استُخدمت الخوارزمية الجينية في برنامج MATLAB لصياغة دالة الهدف لتحليل الانحدار المتعدد على البنود المختارة. جرى تقييم مدى ملاءمة نموذج جودة الخدمة المُطور باستخدام اختبار F. لتحديد مدى أهمية كل عنصر من عناصر جودة الخدمة المختارة، تم استخدام اختبار t. وأظهرت النتائج دلالة إحصائية، وكانت متوافقة تمامًا مع نموذج جودة الخدمة المتقدم. وتم استخدام خوارزمية جينية لإيجاد المتغيرات الأكثر دقة لتقييم مستوى جودة الخدمة المُدرك في البنوك. وأظهرت النتائج أن أفضل عناصر جودة الخدمة في البنوك هي: "الوفاء بالوعود"، و"دقة سجلات الحسابات"، و"مواكبة الخدمات المقدمة لأحدث التطورات في الخدمات المالية"، و"ضمان الحصول على قيمة مقابل المال المدفوع". وتشير النتائج إلى أن الملموسات، ومجموعة الخدمات، والفعالية والضمان هي أفضل الطرق لتقييم جودة الخدمات المصرفية.

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المؤلفون

Tola John Odule

Olabisi Onabanjo Univbersity, Ago-Iwoye

Lukman Adebayo Ogundele

Olabisi Onabanjo Univbersity, Ago-Iwoye

Sakinat Oluwabukonla Folorunso

Olabisi Onabanjo Univbersity, Ago-Iwoye

Emmanuel Femi Ologunleko

Olabisi Onabanjo Univbersity, Ago-Iwoye

المعرفات

##plugins.pubIds.doi.displayName##: 10.33899/jes.v35i2.49855

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كيفية الاقتباس

[1]
"خوارزمية جينية متعددة الأهداف لتقييم عوامل جودة الخدمة في البيئة المصرفية", JES, م 35, عدد 2, ص 68–82, أبريل 2026, doi: 10.33899/jes.v35i2.49855.

السير الشخصية للمؤلفين

Tola John Odule (Olabisi Onabanjo Univbersity, Ago-Iwoye)

Department of Computer Sciences, Olabisi Onabanjo University, Ago-Iwoye, 120107, Ogun State, Nigeria

Lukman Adebayo Ogundele (Olabisi Onabanjo Univbersity, Ago-Iwoye)

4Department of Computer Sciences, Olabisi Onabanjo University, Ago-Iwoye, 120107, Ogun State, Nigeria

Sakinat Oluwabukonla Folorunso (Olabisi Onabanjo Univbersity, Ago-Iwoye)

Department of Computer Sciences, Olabisi Onabanjo University, Ago-Iwoye, 120107, Ogun State, Nigeria

Emmanuel Femi Ologunleko (Olabisi Onabanjo Univbersity, Ago-Iwoye)

Department of Statistics, Olabisi Onabanjo University, Ago-Iwoye, 120107, Ogun State, Nigeria

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كيفية الاقتباس

[1]
"خوارزمية جينية متعددة الأهداف لتقييم عوامل جودة الخدمة في البيئة المصرفية", JES, م 35, عدد 2, ص 68–82, أبريل 2026, doi: 10.33899/jes.v35i2.49855.