Ministry of Higher Education and Scientific Research Ziane Achour University of Djelfa
Faculty of Economic Sciences, Commercial Sciences and Management Sciences Department of Management Sciences
PhD Thesis Third Phase
Division: Management Sciences Specialty: Organizations Management
Title:
application of The electronic administration as a mechanism to improve the quality of banking services.
( Case Study )
Prepared by:
Ameur Bouakkaz
Discussed and publicly approved on:04/02/2021 By the committeecomposed of:
Ibrahim Muslim Lecturer Class -A- University of Djelfa President Mohamed Ksenna Professor University of Djelfa Rapporteur Ali Saouli Lecturer Class - A - University of Djelfa Assistant framer Izz al-Din Makhlouf Lecturer Class - A - University of Djelfa Examiner Mohamed Benmoussa Lecturer Class - A - University of Djelfa Examiner hocine Barkati Lecturer Class - A - University of Msila Examiner fadila Boutora Lecturer Class - A - University of Tebessa Examiner
Academic Year: 2019/2020
ميلعتلا ةرازو
يملعلا ثحبلاو يلاعلا
ةـعماج
ناــــيز ةــــفلجلا روشاع
ةـيلك رييستلا مولعو ةيراجتلا مولعلاو ةيداصتقلاا مولعلا
سق مـ رييستلا مولع
ةداهش لينل ةمدقم ةـحورـطأ هاروـتكد
ثلاثلا روطلا
بعشلا رييستلا مولع :ة
:صصختلا تامظنملا ةرادإ
ناونعلا
ت ةيفرصملا تامدخلا ةدوج نيسحتل ةيلآك ةينورتكللاا ةرادلإا قيبط
)ةيناديم ةسارد(
دادــعإ نم :
رماع زاكعوب
خيراتب ةشقانملا :
/04 /02 2021 ةنوكملا ةنجللا فرط نم :نم
.د ميهاربإ ملسم رضاحم ذاتسأ
- أ - ةعماج
ةفلجلا
سيئر ا
.د.أ دمحم ةنسك ذاتسأ
ميلعتلا يلاعلا ةعماج
ةفلجلا
و افرشم ررقم
ا
.د يلع يلوص رضاحم ذاتسأ
- أ - ةعماج
ةفلجلا ادعاسم افرشم
.د نيدلا زع فولخم رضاحم ذاتسأ
- أ - ةعماج
ةفلجلا نحتمم
ا
.د دمحم ىسوم نب رضاحم ذاتسأ
- أ - ةعماج
ةفلجلا نحتمم
ا
.د نيسح يتاكرب رضاحم ذاتسأ
- أ - ةعماج
ةليسملا نحتمم
ا
.د ةليضف ةروطوب رضاحم ذاتسأ
- أ - ةعماج
ةسبت نحتمم
ا
:ةيعماجلا ةنسلا 9102
/
9191
ﱐﺪﻣﺃ ﺫﺇ ﻪﻤﻌﻧ ﻰﻠﻋ ﱃﺎﻌﺗﻭ ﻙﺭﺎﺒﺗ ﷲ ﺪﻤﳊﺍ ﺓﺩﺍﺭﻹﺎﺑ
ﱄ ﺮﺴﻳﻭ ﺔﳝﺰﻌﻟﺍﻭ ﻡﺎﲤﺇ
ﻞﻤﻌﻟﺍ ﺍﺬﻫ
ﺪﻤﳏ ﺎﻧﺪﻴﺳ ﷲﺍ ﻖﻠﺧ ﲑﺧ ﻰﻠﻋ ﻡﻼﺴﻟﺍﻭ ﺓﻼﺼﻟﺍﻭ ﻡﺎﻧﻷﺍ ﲑﺧ
ﺪﻌﺑﻭ
ﺃ ﻡﺪﻘﺗ ﺮﻜﺸﻟﺍ ﻞﻳﺰﲜ ﻡﺍﺮﺘﺣﻻﺍ ﻖﺋﺎﻓﻭ
ﱃﺇ ﺃ ﻱﺫﺎﺘﺳ ﻞﺿﺎﻔﻟﺍ ﺭﻮﺘﻛﺪﻟﺍ
ﺪﻤﳏ ﺔﻨﺴﻛ ﻰﻠﻋ
ﻣﺮﻜﺗ ﻪ ﺍﺮﺷﻹﺎﺑ ﻰﻠﻋ ﻑ
ﻞﻤﻌﻟﺍ ﺍﺬﻫ ﺔﻤﻴﻘﻟﺍ ﺢﺋﺎﺼﻨﻟﺍﻭ ﺕﺎﻬﻴﺟﻮﺘﻠﻟ ﻪﳝﺪﻘﺗﻭ
ﺎﻤﻛ ، ﻡﺪﻘﺗﺃ ﻥﺎﻨﺘﻣﻻﺍ ﻢﻴﻈﻋﻭ ﺮﻜﺸﻟﺎﺑ ﱃﺇ
ﺫﺎﺘﺳﻷﺍ ﺭﻮﺘﻛﺪﻟﺍ
ﻲﻠﻋ ﱄﻮﺻ ﻰﻠﻋ
ﺪﻳ ﺪﲟ ﻪﻣﺮﻜﺗ ﺯﺎﳒﺍ ﰲ ﻥﻮﻌﻟﺍ
ﻫ ﺬﻩ ﺔﺣﻭﺮﻃﻷﺍ ﺎﻬﺟﺍﺮﺧﺇﻭ
ﱄﺎﳊﺍ ﺎﻬﻠﻜﺷ ﰲ
،
ﺎﻤﻛ ﺮﻜﺷﺃ ﺓﺬﺗﺎﺳﻷﺍ ﻞﺿﺎﻓﻷﺍ
ﻦﻳﺬﻟﺍ ﺍﻮﻣﺮﻜﺗ ﻢﻴﻜﺤﺘﺑ ﺎﻴﺒﺘﺳﻻﺍ
ﻥ
،
ﺎﻤﻛ ﺃ ﻡﺪﻘﺗ ﺮﻜﺸﻟﺎﺑ ﻞﻳﺰﳉﺍ
ﱃﺇ ﺃ ﰐﺬﺗﺎﺳ ﻞﺿﺎﻓﻷﺍ ﺃ
ﺀﺎﻀﻋ ﺔﻨﳉ ﺔﺸﻗﺎﻨﳌﺍ ﻰﻠﻋ ﻢﳍﻮﺒﻗ ﻭ ﻢﻬﻠﻀﻔﺗ ﻢﻴﻴﻘﺘﻟ
ﻭ ﲔﻤﺜﺗ
ﻫ ﺍﺬ
،ﻞﻤﻌﻟﺍ ﰲ ﻞﻴﺒﺳ ﻴﺟﻮﺗ ﻪ ﺢﺼﻨﻟﺍ
،ﱄ ﻟ ﻙﺭﺍﺪﺘ ﺃ ﻱ ﺺﻘﻧ
،
ﰲ ﲔﻠﻣﺎﻌﻟﺍ ﻞﻛ ﺮﻜﺷﺃ ﻥﺃ ﲏﺗﻮﻔﻳ ﻻ ﺎﻤﻛ ﻊﻤﺍ
ﻝﻼﻐﺘﺳﻼﻟ ﻱﻮﻬﳉﺍ
(G.R.E)
ﻟ ﺔﻴﻤﻨﺘﻟﺍﻭ ﺔﺣﻼﻔﻟﺍ ﻚﻨﺒ
ﺔﻴﻔﻳﺮﻟﺍ ﺔﻔﻠﳉﺎﺑBADR
ﻪﻟ ﺔﻌﺑﺎﺘﻟﺍ ﻪﺗﻻﺎﻛﻭﻭ
،
ﻞﻛﻭ ﻦﻣ ﺎﺳ ﻫ ﻢ ﻦﻣ ﺐﻳﺮﻗ ﻭﺃ ﻦﻣ ﺪﻴﻌﺑ ﰲ ﺩﺍﺪﻋﺇ ﻫ ﻩﺬ ﺔﺣﻭﺮﻃﻷﺍ
،
ﺍﺰﺟ ﻫ ﻢ ﷲﺍ ﺀﺍﺰﳉﺍ ﲑﺧ ﲏﻋ .
ﺃﻫ ﻱﺪ ﺓﺮﲦ ﻱﺪﻬﺟ ﱃﺇ ﱵﻟﺍ ﲏﺘﻠﲪ ﺎﻌﺴﺗ ﻭ ﻫ ﺎﻨ ﻰﻠﻋ ﻭ ﻫ ﻦ ﱵﻟﺍ ﺖﻨﻓﺃ ﺎﺎﺒﺷ ﻦﻣ ﻲﻠﺟﺃ ﻦﻣﻭ ﻞﺟﺃ ﰐﻮﺧﺇ
"
ﻲﻣﺃ ﺔﺒﻴﺒﳊﺍ
"
ﺎﻬﻈﻔﺣ ﷲﺍ .
ﱃﺇ ﺔﻌﻤﺸﻟﺍ ﱵﻟﺍ ﺖﻗﺮﺘﺣﺍ ﲑﻨﺘﻟ
ﰊﺭﺩ ﲏﺘﺤﻨﻣﻭ ﺭﻮﻧ
،ﻥﺎﳝﻹﺍ ﱃﺇ
"
ﰊﺃ ﱄﺎﻐﻟﺍ "
ﻈﻔﺣ ﻪ ﷲﺍ .
ﱃﺇ ﻲﺧﺃ ﰐﺍﻮﺧﺃﻭ ﻭ ﻖﻓﻮﳌﺍﻭ ﺐﻨﻳﺯ ﺮﻛﺬﻟﺎﺑ ﺺﺧﺃﻭ
ﱵﺧﺃ ﻦﺑﺍ ﻥﺎﲪﺮﻟﺍ ﺪﺒﻋ ﻢﻋﱪﻟﺍ
ﱃﺇ ﱵﺟﻭﺯ ﻟﺍ ﺓﺰﻳﺰﻌ ﺮﺟﺎﻫ
ﱃﺇ ﻞﻛ ﻦﻣ ﺕﺬﻤﻠﺘﺗ ﺖﻤﻠﻌﺗﻭ
ﻰﻠﻋ ﻢﻬﻳﺪﻳﺃ
ﱃﺇ ﻞﻛ ﺏﺎﺒﺣﻷﺍ ﺀﺎﻗﺪﺻﻷﺍﻭ
ﱃﺇ ﻞﻛ ﻦﻣ ﺎﻋﺩ ﱄ ﺮﻬﻈﺑ ﺐﻴﻐﻟﺍ
ﺃﻫ ﻱﺪ ﻫ ﺍﺬ ﻞﻤﻌﻟﺍ ﻊﺿﺍﻮﺘﳌﺍ .
ﺔﺳﺍﺭﺪﻟﺍ ﺺﺨﻠﻣ ﺔﻴﺑﺮﻌﻟﺍ ﺔﻐﻠﻟﺎﺑ
ﺺﺨﻠﳌﺍ : ﺖﻓﺪﻫ ﺔﺳﺍﺭﺪﻟﺍ ﻩﺬﻫ ﱃﺇ
ﺔﻓﺮﻌﻣ ﺮﺛﺃ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﺎﻫﺩﺎﻌﺑﺄﺑ
)
،ﺏﻮﺳﺎﳊﺍ ﺩﺎﺘﻋ
،ﺞﻣﺍﱪﻟﺍ ﺔﻜﺒﺷ
،ﻝﺎﺼﺗﻻﺍ ﺔﻳﺮﺸﺒﻟﺍ ﻯﻮﻘﻟﺍﻭ
( ﻰﻠﻋ ﰲ ﺔﻠﺜﻤﺘﳌﺍ ﺎﻫﺩﺎﻌﺑﺄﺑ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﲔﺴﲢ )
،ﺔﻳﺩﺎﻤﺘﻋﻻﺍ
،ﺔﺑﺎﺠﺘﺳﻻﺍ ﺔﻘﺜﻟﺍ
ﺔﻴﺳﻮﻤﻠﳌﺍ ﺪﻌﺑﻭ ،ﻕﺎﻨﺘﻋﻻﺍﻭ ﺺﻤﻘﺘﻟﺍ ،ﺪﻴﻛﻮﺘﻟﺍﻭ (
ﰲ ﻱﻮﻬﳉﺍ ﻊﻤﺍ ﻝﻼﻐﺘﺳﻼﻟ
(G.R.E)
ﺔﻴﻤﻨﺘﻟﺍﻭ ﺔﺣﻼﻔﻟﺍ ﻚﻨﺒﻟ
ﺔﻴﻔﻳﺮﻟﺍ ﺔﻔﻠﳉﺎﺑBADR
) ﺔﻔﻠﳉﺍ ﺔﻳﻻﻭ ﺕﻻﺎﻛﻭ (
ﻖﻴﻘﺤﺘﻟﻭ ﻑﺍﺪﻫﻷﺍ
ﺓﻮﺟﺮﳌﺍ ﺖﻳﺮﺟﺃ ﻩﺬﻫ
ﺔﺳﺍﺭﺪﻟﺍ ﻰﻠﻋ
ﺔﻨﻴﻋ ﺎﻬﻣﺍﻮﻗ
) (101 ﻒﻇﻮﻣ ﻦﻣ ﻊﻤﺍ ﺮﻘﻣ
، ﺪﻗﻭ ﺖﻣﺪﺨﺘﺳﺍ ﺔﺳﺍﺭﺪﻟﺍ
ﺞﻬﻨﳌﺍ ﻲﻔﺻﻮﻟﺍ
،ﻲﻠﻴﻠﺤﺘﻟﺍ ﺎﻤﻛ
ﺓﺍﺩﺃ ﻰﻠﻋ ﺩﺎﻤﺘﻋﻻﺍ ﰎ
ﺖﻠﴰ ﱵﻟﺍﻭ ﺔﻧﺎﺒﺘﺳﻻﺍ )
45 ( ﺔﺳﺍﺭﺪﻟﺍ ﻩﺬﳍ ﺔﻣﺯﻼﻟﺍ ﺕﺎﻧﺎﻴﺒﻟﺍ ﻊﻤﳉ ﺔﻠﻴﺳﻮﻛ ﺓﺭﺎﺒﻋ
، ﺪﻌﺑﻭ ﻡﺎﻴﻘﻟﺍ ﺑ ﻞﻴﻠﺤﺘ ﺕﺎﻧﺎﻴﺒﻟﺍ
ﺭﺎﺒﺘﺧﺍﻭ ﺕﺎﻴﺿﺮﻔﻟﺍ
، ﻝﺎﻤﻌﺘﺳﺎﺑ ﺞﻣﺎﻧﺮﺑ
ﺔﻣﺰﳊﺍ ﺔﻴﺋﺎﺼﺣﻹﺍ ﻡﻮﻠﻌﻠﻟ
ﺔﻴﻋﺎﻤﺘﺟﻻﺍ
(SPSS)
، ﺖﻠﺻﻮﺗ ﺔﺳﺍﺭﺪﻟﺍ
ﱃﺇ ﺩﺪﻋ
ﻦﻣ ﺞﺋﺎﺘﻨﻟﺍ ﻥﺎﻛ ﺎﻬﳘﺃ :
- ﻯﻮﺘﺴﻣ ﻦﻣ ﻞﻛ ﻙﺍﺭﺩﺇ
) ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟﻭ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﺔﻴﻓﺮﺼﳌﺍ
( ﻦﻣ ﺔﻬﺟﻭ ﺮﻈﻧ ﻲﻔﻇﻮﻣ
ﻊﻤﺍ ﻥﺎﻛ
؛ﺎﻌﻔﺗﺮﻣ - ﺩﻮﺟﻭ ﱃﺇ ﺔﺳﺍﺭﺪﻟﺍ ﺞﺋﺎﺘﻧ ﺖﻠﺻﻮﺗ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺩﺎﻌﺑﺃ ﻦﻣ ﺪﻌﺑ ﻞﻛ ﲔﺑ ﺐﺟﻮﻣﻭ ﻱﻮﻗ ﻁﺎﺒﺗﺭﺍ
ﺔﻔﺼﺑ
ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟﻭ ﺓﺩﺮﻔﻨﻣ ﻪﻧﺃ ﱃﺇ ﺔﺳﺍﺭﺪﻟﺍ ﺖﻠﺻﻮﺗ ﺎﻤﻛ ،ﺔﻴﻓﺮﺼﳌﺍ
ﺔﻴﺋﺎﺼﺣﺇ ﺔﻟﻻﺩ ﻭﺫ ﺮﺛﺃ ﺪﺟﻮﻳ ﺩﺎﻌﺑﺃ ﻦﻣ ﺪﻌﺑ ﻞﻛ
ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺓﺩﺮﻔﻨﻣ ﺔﻔﺼﺑ
ﻰﻠﻋ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﲔﺴﲢ ﺔﻴﻓﺮﺼﳌﺍ
ﰲ ﻊﻤﺍ ﺔﻟﻻﺩ ﻯﻮﺘﺴﻣ ﺪﻨﻋ
≤0.05)
؛(
- ﺟﻭ ﱃﺇ ﺔﺳﺍﺭﺪﻟﺍ ﺞﺋﺎﺘﻧ ﺖﻠﺻﻮﺗ ﻮ
ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺩﺎﻌﺑﺃ ﲔﺑ ﺐﺟﻮﻣﻭ ﻱﻮﻗ ﻁﺎﺒﺗﺭﺍ ﺩ ﺔﻌﻤﺘﳎ
ﺓﺩﻮﺟﻭ
ﺕﺎﻣﺪﳋﺍ
،ﺔﻴﻓﺮﺼﳌﺍ ﻪﻧﺃ ﲔﺒﺗﻭ
ﺔﻴﺋﺎﺼﺣﺇ ﺔﻟﻻﺩ ﻭﺫ ﺮﺛﺃ ﺪﺟﻮﻳ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﺩﺎﻌﺑﻷ
ﺔﻌﻤﺘﳎ ﻰﻠﻋ ﲔﺴﲢ
ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﻊﻤﺎﺑ
ﺔﻟﻻﺩ ﻯﻮﺘﺴﻣ ﺪﻨﻋ
≤0.05)
ﺪﻋ ﺎﻣ (
ﺔﻳﺮﺸﺒﻟﺍ ﻯﻮﻘﻟﺍﻭ ﺏﻮﺳﺎﳊﺍ ﺩﺎﺘﻋ ﺪﻌﺑ ﺍ ﺪﻘﻓ
؛ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﻰﻠﻋ ﺎﻤﳍ ﺮﺛﺃ ﺩﻮﺟﻭ ﻡﺪﻌﺑ ﲔﺒﺗ ﺪﻗ ﺎﻤﻛ ﺾﺨﲤ
ﻦﻋ ﻩﺬﻫ ﺔﺳﺍﺭﺪﻟﺍ ﺔﻠﲨ
ﻦﻣ ﺕﺎﺣﺍﺮﺘﻗﻻﺍ ﺕﺎﻴﺻﻮﺘﻟﺍﻭ
ﺎﻬﳘﺃ ﺓﺭﻭﺮﺿ ﻡﺎﻤﺘﻫﻻﺍ
ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺘﺑ
ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﻖﻘﲢ ﱵﻟﺍ
،ﺓﺩﻮﳉﺍ ﻦﻣ ﻯﻮﺘﺴﻣ ﻰﻠﻋﺃ ﺔﺻﺎﺧ ﻲﻜﻨﺒﻟﺍ ﻉﺎﻄﻘﻟﺍﻭ ﺔﻣﺎﻋ ﺕﺎﺴﺳﺆﻤﻠﻟ ﱃﺍﻭ
ﻦﻳﻮﻜﺗ ﺓﺭﻭﺮﺿ
ﺐﻳﺭﺪﺗﻭ ﻯﻮﺘﺴﻣ ﻰﻠﻋ ﺔﻳﺭﺍﺩﻹﺍ ﻢﻬﻣﺎﻬﻣ ﺯﺎﳒﺍ ﰲ ﻝﺎﺼﺗﻻﺍﻭ ﺕﺎﻣﻮﻠﻌﳌﺍ ﺎﻴﺟﻮﻟﻮﻨﻜﺗ ﻡﺍﺪﺨﺘﺳﺍ ﻰﻠﻋ ﺔﻳﺮﺸﺒﻟﺍ ﺩﺭﺍﻮﳌﺍ
ﺎﻬﻣﺪﻘﻳ ﱵﻟﺍ ﺔﻣﺪﳋﺍ ﺓﺩﻮﺟ ﲔﺴﲢ ﻰﻠﻋ ﺎﺑﺎﳚﺇ ﻚﻟﺫ ﺲﻜﻌﻨﻳ ﱄﺎﺘﻟﺎﺑﻭ ﻢﻬﺋﺍﺩﺃ ﲔﺴﲢ ﻰﻠﻋ ﻢﻫﺪﻋﺎﺴﺗ ﺎﻮﻛ ،ﻙﻮﻨﺒﻟﺍ ﻙﻮﻨﺒﻟﺍ ﻪﻧﺃ ﱃﺇ ﺔﻓﺎﺿﻹﺎﺑ ، ﻚﻨﺑﻭ ﺔﻣﺎﻋ ﰲﺮﺼﳌﺍ ﻉﺎﻄﻘﻟﺍ ﻰﻠﻋ
ﺔﻴﻔﻳﺮﻟﺍ ﺔﻴﻤﻨﺘﻟﺍﻭ ﺔﺣﻼﻔﻟﺍ ﺔﺻﺎﺧBADR
ﻼﺒﻘﺘﺴﻣ ﺮﻈﻨﻟﺍ
ﺕﺎﺳﺎﻜﻌﻧﺍ ﻦﻣ ﻚﻟﺫ ﰲ ﺎﳌ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺩﻮﻘﻨﻟﺎﺑﻭ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻣﺪﳋﺎﺑ ﻞﻤﻌﻟﺍ ﰲ ﻊﻴﺳﻮﺘﻟﺍ ﰲ ﻞﻤﻌﻟﺍ ﻰﻠﻋ ﺔﻴﺑﺎﳚﺍ
ﻪﺗﺎﻣﺪﺧ ﺓﺩﻮﺟ ﲔﺴﲢﻭ ﻪﺘﻴﻟﺎﻌﻓﻭ ﻪﺗﺀﺎﻔﻛ ﻖﻴﻘﲢ ﱄﺎﺘﻟﺎﺑﻭ ﰲﺮﺼﳌﺍ ﺔﻴﺣﺎﺘﻔﳌﺍ ﺕﺎﻤﻠﻜﻟﺍ :
ﺓﺭﺍﺩﺇ ،ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻓﲑﺼﻟﺍ ،ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ،ﻕﺍﺭﻭﺃ ﻼﺑ
،
ﺍ ﻝﻼﻐﺘﺳﻼﻟ ﻱﻮﻬﳉﺍ ﻊﻤ
(G.R.E)
ﺔﻴﻔﻳﺮﻟﺍ ﺔﻴﻤﻨﺘﻟﺍﻭ ﺔﺣﻼﻔﻟﺍ ﻚﻨﺒﻟ ﺔﻔﻠﳉﺎﺑBADR
.
ﺔﺳﺍﺭﺪﻟﺍ ﺺﺨﻠﻣ ﺔﻐﻠﻟﺎﺑ
ﺔﻳﺰﻴﻠﳒﻻﺍ
Abstract :
This study aimed to find out the effect of applying electronic management in its dimensions (computer hardware, software, network, and manpower) on improving the quality of banking services in its dimensions (reliability, response, trust and assurance, empathy and embrace, and the tangibility dimension).In the Regional Complex for Exploitation (G.R.E) of the Agricultural and Rural Development Bank BADR in Djelfa.
To achieve the desired goals, this study was conducted on a sample of (101) employees from the headquarters of the Society, the study used the descriptive and analytical approach, the questionnaire was used, which included (45) statements as a means of collecting the necessary data for this study, and after analyzing the data and testing hypotheses Using the Statistical Package for Social Sciences (SPSS) program, the study reached a number of results, the most important of which were:
The level of perception of (the application of electronic management and the quality of banking services) from the viewpoint of the complex's employees was high;
- The study concluded that there is a strong and positive correlation between each dimension of electronic management and the quality of banking services. The study also found that there is a statistically significant effect on each dimension of electronic management on improving the quality of banking services in the complex at a significant level. ( ≤0.05);
- The study concluded that there is a strong and positive correlation between the dimensions of electronic management combined and the quality of banking services, and it was found that there is a statistically significant effect of the dimensions of the application of electronic management combined on improving the quality of banking services in the complex at a significance level (0.05) except for the dimensions of computer hardware and and manpower, as it was found that they have no effect on the quality of banking services.
This study also presented a number of suggestions and recommendations, the most important of which are Interest in applying electronic management that achieves the highest level of quality for companies in general and the banking sector in particular, and the necessity of forming and training human resources to use information and communication technology in the completion of their administrative work in banks, as it helps them to improve their performance which is positively reflected in improving the quality of service provided by banks, Likewise the banking sector in general, and the BADR Bank in particular, should consider in the future the expansion of the electronic service and electronic money, as this has positive repercussions on the banking business and achieving its efficiency and effectiveness and improving the quality of its services.
Key Word : Electronic management, paperless management, quality of banking services, electronic banking, the Regional Complex for Exploitation (G.R.E) of the BADR Bank in Djelfa.
ﺔﻤﺋﺎﻗ ﺕﺎﻳﻮﺘﶈﺍ ﻢﻗﺭ
ﺔﺤﻔﺼﻟﺍ
ﻯﻮﺘﶈﺍ
III ...ﺮﻳﺪﻘﺗﻭ ﺮﻜﺷ
IV ...ﺀﺍﺪﻫﻹﺍ
V ...ﺔﻴﺑﺮﻌﻟﺍ ﺔﻐﻠﻟﺎﺑ ﺺﺨﻠﳌﺍ
VI ...ﺔﻳﺰﻴﻠﳒﻻﺍ ﺔﻐﻠﻟﺎﺑ ﺺﺨﻠﳌﺍ
VIII ...ﺕﺎﻳﻮﺘﶈﺍ ﺔﻤﺋﺎﻗ
XIV ...ﻝﺎﻜﺷﻷﺍﻭ ﻝﻭﺍﺪﳉﺍ ﺔﻤﺋﺎﻗ
XXI ...ﻖﺣﻼﳌﺍ ﺔﻤﺋﺎﻗ ﺏ
-
ﻉ ...ﺔﻣﺪﻘﳌﺍ
02 -
75 ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻺﻟ ﺔﻳﺮﻈﻨﻟﺍ ﺲﺳﻷﺍ:ﻝﻭﻷﺍ ﻞﺼﻔﻟﺍ
02 ...ﻞﺼﻔﻟﺍ ﺪﻴﻬﲤ
03 ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺔﻴﻫﺎﻣ :ﻝﻭﻷﺍ ﺚﺤﺒﳌﺍ •
03 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺢﻠﻄﺼﻣ ﻂﺒﺿﻭ ﻡﻮﻬﻔﻣ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
08 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺕﺎﻳﺍﺪﺑ ﻦﻋ ﺔﻴﳜﺭﺎﺗ ﺔﶈ:ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
11 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺺﺋﺎﺼﺧﻭ ﺉﺩﺎﺒﻣ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
14 ...ﺎﻬﻓﺍﺪﻫﺃﻭ ﺎﻬﺘﻴﳘﺃ ،ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺮﺻﺎﻨﻋ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
19 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻒﺋﺎﻇﻭ :ﺲﻣﺎﳋﺍ ﺐﻠﻄﳌﺍ
25 ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﻮﳓ ﻪﺟﻮﺘﻟﺍ ﺲﺳﺃ:ﱐﺎﺜﻟﺍ ﺚﺤﺒﳌﺍ •
25 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻮﳓ ﻝﻮﺤﺘﻟﺍ ﺏﺎﺒﺳﺃﻭ ﻊﻓﺍﻭﺩ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
27 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﺕﺎﺒﻠﻄﺘﻣ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
30 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﺕﺍﻮﻄﺧ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
33 ...ﺎﻬﻋﺍﻮﻧﺃﻭ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻺﻟ ﺔﻴﻜﺒﺸﻟﺍ ﺔﻴﻨﺒﻟﺍ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
40 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﺕﻻﺎﳎ :ﺲﻣﺎﳋﺍ ﺐﻠﻄﳌﺍ
42 ﻞﺒﺳﻭ ﺎﻫﺮﻃﺎﳐ ،ﺔﻴﻧﻭﺮﺘﻜﻟﻹﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﻞﺸﻓﻭ ﺡﺎﳒ ﻞﻣﺍﻮﻋ :ﺚﻟﺎﺜﻟﺍ ﺚﺤﺒﳌﺍ • ﺎﻬﻨﻴﻣﺄﺗ
42 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﺕﺎﻗﻮﻌﻣ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
ﺔﻤﺋﺎﻗ ﺕﺎﻳﻮﺘﶈﺍ
47 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﺡﺎﳒ ﻞﻣﺍﻮﻋ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
51 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﺕﺎﻴﺑﺎﳚﺍ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
55 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﺕﺎﻴﺒﻠﺳ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
59 ...ﺎﻼﻣﺎﻌﻣ ﲔﻣﺄﺗ ﻞﺒﺳﻭ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ (ﻁﺎﳕﺃ) ﺕﺎﻘﻴﺒﻄﺗ:ﺲﻣﺎﳋﺍ ﺐﻠﻄﳌﺍ
64 ﺝﺫﺎﳕ ﺽﺮﻋ ﻊﻣ ﺔﻴﻤﻗﺮﻟﺍ ﺕﺎﺴﺳﺆﳌﺍﻭ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺰﺋﺎﻛﺭ :ﻊﺑﺍﺮﻟﺍ ﺚﺤﺒﳌﺍ • ﻝﻭﺪﻟﺍ ﺾﻌﺑ
64 ...ﺎﻬﺣﺎﳒ ﻞﻣﺍﻮﻋﻭ ﺎﻬﺼﺋﺎﺼﺧ ،(ﺔﻴﻤﻗﺮﻟﺍ) ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﺴﺳﺆﳌﺍ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
67 ...ﺕﻻﺎﺼﺗﻻﺍﻭ ﺕﺎﻣﻮﻠﻌﳌﺍ ﺎﻴﺟﻮﻟﻮﻨﻜﺗﻭ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
70 ...ﺕﺎﻣﻮﻠﻌﳌﺍ ﻊﻤﺘﳎﻭ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
72 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﰲ ﺓﺪﺋﺍﺮﻟﺍ ﺏﺭﺎﺠﺘﻟﺍ ﺾﻌﺑ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
75 ...ﻞﺼﻔﻟﺍ ﺔﺻﻼﺧ
77 -
145 ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﳉ ﺔﻳﺮﻜﻔﻟﺍ ﺲﺳﻷﺍ ﱐﺎﺜﻟﺍ ﻞﺼﻔﻟﺍ
77 ...ﻞﺼﻔﻟﺍ ﺪﻴﻬﲤ
78 ﺓﺩﻮﺠﻠﻟ ﻱﺮﻈﻨﻟﺍ ﻕﺎﻴﺴﻟﺍ :ﻝﻭﻷﺍ ﺚﺤﺒﳌﺍ •
78 ...ﻲﳜﺭﺎﺘﻟﺍ ﺎﻫﺭﻮﻄﺗﻭ ﺓﺩﻮﳉﺍ ﻡﻮﻬﻔﻣ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
81 ...ﺎ ﻡﺎﻤﺘﻫﻻﺍ ﺏﺎﺒﺳﺃﻭ ﺎﻬﻬﺟﻭﺃ ،ﺓﺩﻮﳉﺍ ﺺﺋﺎﺼﺧﻭ ﺲﺳﺃ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
85 ...ﺎﻬﻘﻴﺒﻄﺗ ﺕﺎﺒﻠﻄﺘﻣﻭ ﺎﻬﻔﻴﻟﺎﻜﺗ ،ﺓﺩﻮﳉﺍ ﺓﺭﻭﺩ ﻞﺣﺍﺮﻣ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
89 ...ﺎﻬﻓﺍﺪﻫﺃﻭ ﺓﺩﻮﳉﺍ ﺔﻴﳘﺃ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
93 ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﻝﻮﺣ ﺔﻣﺎﻋ ﻢﻴﻫﺎﻔﻣ ﱐﺎﺜﻟﺍ ﺚﺤﺒﳌﺍ •
93 ...ﺎﺄﺸﻧﻭ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﻡﻮﻬﻔﻣ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
99 ...ﺎﻬﺘﻴﳘﺃﻭ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺺﺋﺎﺼﺧ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
102 ...ﺎﻬﳝﺪﻘﺗ ﰲ ﺓﺮﺛﺆﳌﺍ ﻞﻣﺍﻮﻌﻟﺍﻭ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﻉﺍﻮﻧﺃ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
106 ...ﺎﻬﳝﺪﻘﺗ ﺡﺎﳒ ﻞﻣﺍﻮﻋﻭ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺎﻴﺣ ﺓﺭﻭﺩ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
110 ﺎﺍﲑﺛﺄﺗﻭ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ :ﺚﻟﺎﺜﻟﺍ ﺚﺤﺒﳌﺍ •
110 ...ﺎﺎﻳﻮﺘﺴﻣﻭ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﻡﻮﻬﻔﻣ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
114 ...ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ (ﲑﻳﺎﻌﻣ) ﺩﺎﻌﺑﺃ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
120 ...ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﰲ ﺓﺩﻮﳉﺍ ﻖﻴﻘﲢ ﺕﺍﻮﻄﺧ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
ﺔﻤﺋﺎﻗ ﺕﺎﻳﻮﺘﶈﺍ
123 ...ﺀﻼﻤﻌﻟﺍ ﻰﻠﻋﻭ ﻚﻨﺒﻟﺍ ﻰﻠﻋ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﺮﺛﺍ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
127 ﺎﻬﻨﻴﺴﲢ ﺐﻴﻟﺎﺳﺃﻭ ﺎﻫﺮﻳﻮﻄﺗ ،ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﺱﺎﻴﻗ :ﻊﺑﺍﺮﻟﺍ ﺚﺤﺒﳌﺍ •
127 ...ﺎﻬﺘﻴﳘﺃﻭﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﺱﺎﻴﻗ ﺝﺫﺎﳕ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
132 ...ﺎﺎﺒﻠﻄﺘﻣﻭ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﲔﺴﲢ ﺉﺩﺎﺒﻣ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
135 ... ﺎﺩﻮﺟ ﲔﺴﲢ ﺐﻴﻟﺎﺳﺃﻭ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺮﻳﻮﻄﺗ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
140 ...ﺎﻬﻴﻓ ﺓﺮﺛﺆﳌﺍ ﻞﻣﺍﻮﻌﻟﺍﻭ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﺀﺎﻨﺑ ﻁﻭﺮﺷ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
145 ...ﻞﺼﻔﻟﺍ ﺔﺻﻼﺧ
147 -
224 ﻙﻮﻨﺒﻟﺍ ﻰﻠﻋ ﺎﺎﻘﻴﺒﻄﺗﻭ ﺮﺋﺍﺰﳉﺍ ﰲ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ :ﺚﻟﺎﺜﻟﺍ ﻞﺼﻔﻟﺍ
147 ... ﻞﺼﻔﻟﺍ ﺪﻴﻬﲤ
148 ﺎﻬﻘﻴﺒﻄﺗ ﺕﺎﻗﻮﻌﻣﻭ ﺮﺋﺍﺰﳉﺍ ﰲ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ :ﻝﻭﻷﺍ ﺚﺤﺒﳌﺍ •
148 ﺓﺭﺍﺩﻹﺍ ﲏﺒﺘﻟ ﺓﻮﻄﺨﻛ 2013-2008 ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺮﺋﺍﺰﳉﺍ ﻉﻭﺮﺸﻣ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ...
153 ...ﺮﺋﺍﺰﳉﺍ ﰲ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﺝﺫﺎﳕﻭ ﺢﻣﻼﻣ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
160 ...ﺮﺋﺍﺰﳉﺍ ﰲ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻊﻗﺍﻭ ﻞﻴﻠﲢﻭ ﺺﻴﺨﺸﺗ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
169 ...ﺎﻬﻌﺳﻮﺗ ﺕﺎﻗﻮﻌﻣ ﺮﺋﺍﺰﳉﺍ ﰲ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﻯﻮﺘﺴﳌ ﻢﻴﻴﻘﺗ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
174 ﻙﻮﻨﺒﻟﺍ ﻰﻠﻋ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺕﺎﻘﻴﺒﻄﺗ :ﱐﺎﺜﻟﺍ ﺚﺤﺒﳌﺍ •
174 ﺎﻫﺭﻮﻬﻇ ﻞﻣﺍﻮﻋﻭ ﺎﺄﺸﻧ، (ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻓﲑﺼﻟﺍ) ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﻙﻮﻨﺒﻟﺍ ﻡﻮﻬﻔﻣ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
178 ...ﺎﻬﺋﺎﺸﻧﺇ ﺕﺎﺒﻠﻄﺘﻣﻭ ﺎﻬﻃﺎﳕﺃ ،ﺔﻴﻧﻭﺮﺘﻜﻟﻹﺍ ﻙﻮﻨﺒﻟﺍ ﺺﺋﺎﺼﺧ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
182 ...ﺔﻳﺪﻴﻠﻘﺘﻟﺍ ﻙﻮﻨﺒﻟﺎﺑ ﺎﻬﺘﻧﺭﺎﻘﻣﻭ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﻙﻮﻨﺒﻠﻟ ﺔﻠﻜﺸﳌﺍ ﻑﺍﺮﻃﻷﺍ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
185 ...ﺎﻬﺘﻴﳘﺃﻭ ،ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﻙﻮﻨﺒﻟﺍ ﻢﻴﻴﻘﺗ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
189 ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﺨﻠﻟ ﻞﺧﺪﻣ :ﺚﻟﺎﺜﻟﺍ ﺚﺤﺒﳌﺍ •
189 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﻡﻮﻬﻔﻣ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
192 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺕﺍﻮﻨﻗﻭ ﻉﺍﻮﻧﺃ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
196 ... ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻴﻠﻤﻌﻟﺍ ﰲ ﱐﻭﺮﺘﻜﻟﻻﺍ ﻊﻓﺪﻟﺍ ﻞﺋﺎﺳﻭ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
201 ...ﺓﺩﻮﳉﺍ ﲔﺴﺤﺘﺑ ﺎﻬﺘﻗﻼﻋﻭ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻓﲑﺼﻠﻟ ﺔﻴﻤﻴﻈﻨﺘﻟﺍ ﺕﺍﻭﺩﻷﺍ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
204 ﺮﺋﺍﺰﳉﺍ ﰲ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻓﲑﺼﻟﺍ :ﻊﺑﺍﺮﻟﺍ ﺚﺤﺒﳌﺍ •
204 ...ﱄﺎﳊﺍ ﻪﻠﻜﻴﻫﻭ ﻱﺮﺋﺍﺰﳉﺍ ﰲﺮﺼﳌﺍ ﻡﺎﻈﻨﻟﺍ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
ﺔﻤﺋﺎﻗ ﺕﺎﻳﻮﺘﶈﺍ
209 ...ﺮﺋﺍﺰﳉﺍ ﰲ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻓﲑﺼﻠﻟ ﺔﻴﻤﻴﻈﻨﺘﻟﺍﻭ ﺔﻴﻧﻮﻧﺎﻘﻟﺍ ﺔﻤﻈﻧﻷﺍ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
213 ...ﺮﺋﺍﺰﳉﺍ ﰲ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍﻭ ﺔﻤﻈﻧﻷﺍ ﻊﻗﺍﻭ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
219 ... ...ﺎﻫﺮﻳﻮﻄﺗ ﻞﺒﺳﻭ ﺎﺎﻗﻮﻌﻣ ،ﺮﺋﺍﺰﳉﺍ ﰲ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻓﲑﺼﻟﺍ ﺔﻴﳘﺃ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
224 ...ﻞﺼﻔﻟﺍ ﺔﺻﻼﺧ
226 -
318 ﺓﺩﻮﺟ ﲔﺴﲢ ﻰﻠﻋ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﺮﺛﻷ ﺔﻴﻧﺍﺪﻴﳌﺍ ﺔﺳﺍﺭﺪﻟﺍ :ﻊﺑﺍﺮﻟﺍ ﻞﺼﻔﻟﺍ ﻝﻼﻐﺘﺳﻼﻟ ﻱﻮﻬﳉﺍ ﻊﻤﺎﺑ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ
(G.R.E)
ﺔﻴﻤﻨﺘﻟﺍﻭ ﺔﺣﻼﻔﻟﺍ ﻚﻨﺒﻟ
ﺔﻴﻔﻳﺮﻟﺍ ﺔﻔﻠﳉﺎﺑBADR
) ﺔﻔﻠﳉﺍ ﺔﻳﻻﻭ ﺕﻻﺎﻛﻭ (
226 ...ﻞﺼﻔﻟﺍ ﺪﻴﻬﲤ
227 BADR ﺔﻴﻔﻳﺮﻟﺍ ﺔﻴﻤﻨﺘﻟﺍﻭ ﺔﺣﻼﻔﻟﺍ ﻚﻨﺒﻟ ﻡﺎﻋ ﱘﺪﻘﺗ :ﻝﻭﻷﺍ ﺚﺤﺒﳌﺍ •
227 ......... BADRﺔﻴﻔﻳﺮﻟﺍ ﺔﻴﻤﻨﺘﻟﺍﻭ ﺔﺣﻼﻔﻟﺍ ﻚﻨﺒﺑ ﻒﻳﺮﻌﺘﻟﺍ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
231 ...ﻪﻓﺍﺪﻫﺃﻭ ﻪﻣﺎﻬﻣ ،ﺔﻴﻔﻳﺮﻟﺍ ﺔﻴﻤﻨﺘﻟﺍﻭ ﺔﺣﻼﻔﻟﺍ ﻚﻨﺒﻟ ﻲﳜﺭﺎﺘﻟﺍ ﺭﻮﻄﺘﻟﺍ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
235 .........BADR ﺔﻴﻔﻳﺮﻟﺍ ﺔﻴﻤﻨﺘﻟﺍﻭ ﺔﺣﻼﻔﻟﺍ ﻚﻨﺑ ﰲ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
241 (G.R.E) ﻝﻼﻐﺘﺳﻼﻟ ﻱﻮﻬﳉﺍ ﻊﻤﺍ -ﺔﺳﺍﺭﺪﻟﺍ ﻞﳏ ﺔﺴﺳﺆﳌﺍ ﻦﻋ ﺓﺮﺼﺘﳐ ﺔﶈ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ - ﺔﻴﻔﻳﺮﻟﺍ ﺔﻴﻤﻨﺘﻟﺍﻭ ﺔﺣﻼﻔﻟﺍ ﻚﻨﺑ
BADR
ﺔﻔﻠﳉﺎﺑ ) ﺔﻔﻠﳉﺍ ﺔﻳﻻﻭ ﺕﻻﺎﻛﻭ (
....
...
...
243 ﺔﻴﻧﺍﺪﻴﳌﺍ ﺔﺳﺍﺭﺪﻠﻟ ﺔﻴﺠﻬﻨﳌﺍ ﺕﺍﺀﺍﺮﺟﻹﺍ :ﱐﺎﺜﻟﺍ ﺚﺤﺒﳌﺍ •
243 ...ﻊﺒﺘﳌﺍ ﺞﻬﻨﳌﺍﻭ ﺔﺳﺍﺭﺪﻟﺍ ﺝﺫﻮﳕﺃ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
246 ...ﺕﺎﻧﺎﻴﺒﻟﺍ ﻊﲨ ﺕﺍﻭﺩﺃﻭ ﺭﺩﺎﺼﻣ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
249 ...ﺔﺳﺍﺭﺪﻟﺍ ﰲ ﺔﻣﺪﺨﺘﺴﳌﺍ ﺔﻴﺋﺎﺼﺣﻹﺍ ﺐﻴﻟﺎﺳﻷﺍﻭ ﺔﻧﺎﺒﺘﺳﻻﺍ ﺱﺎﻴﻘﻣ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
252 ...ﺔﺳﺍﺭﺪﻟﺍ ﰲ ﺔﻣﺪﺨﺘﺴﳌﺍ ﺓﺍﺩﻷﺍ ﻊﻳﺯﻮﺗﻭ ﺔﻨﻴﻌﻟﺍ ﺪﻳﺪﲢ:ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
254 ﺺﺋﺎﺼﺧﻭ ﻲﻌﻴﺒﻄﻟﺍ ﻊﻳﺯﻮﺘﻟﺍ ﺭﺎﺒﺘﺧﺍ ،ﺔﺳﺍﺭﺪﻟﺍ ﺓﺍﺩﺃ ﺕﺎﺒﺛﻭ ﻕﺪﺻ :ﺚﻟﺎﺜﻟﺍ ﺚﺤﺒﳌﺍ • ﺔﺳﻭﺭﺪﳌﺍ ﺔﻨﻴﻌﻟﺍ
254 ...ﻲﻌﻴﺒﻄﻟﺍ ﻊﻳﺯﻮﺘﻟﺍﻭ ﺔﺳﺍﺭﺪﻟﺍ ﺓﺍﺩﻷ ﺕﺎﺒﺜﻟﺍﻭ ﻕﺪﺼﻟﺍ ﺭﺎﺒﺘﺧﺍ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ
259 ...ﺔﺳﺍﺭﺪﻟﺍ ﺓﺍﺩﻷ ﻲﻠﺧﺍﺪﻟﺍ ﻕﺎﺴﺗﻻﺍ ﻕﺪﺻ :ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
268 ...ﺔﺳﺍﺭﺪﻟﺍ ﺔﻨﻴﻌﻟ ﺔﻴﻔﻴﻇﻮﻟﺍﻭ ﺔﻴﺼﺨﺸﻟﺍ ﺕﺍﲑﻐﺘﻤﻠﻟ ﻲﺋﺎﺼﺣﻹﺍ ﻒﺻﻮﻟﺍ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
272 ﺕﺎﻴﺿﺮﻔﻟﺍ ﺭﺎﺒﺘﺧﺍﻭ ﺔﻧﺎﺒﺘﺳﻻﺍ ﺭﻭﺎﶈ ﻲﺋﺎﺼﺣﻹﺍ ﻞﻴﻠﺤﺘﻟﺍﻭ ﲑﺴﻔﺘﻟﺍ :ﻊﺑﺍﺮﻟﺍ ﺚﺤﺒﳌﺍ •
272 ﺓﺭﺍﺩﻹﺍ) ﻞﻘﺘﺴﳌﺍ ﲑﻐﺘﳌﺍ ﺩﺎﻌﺑﺄﺑ ﺔﺻﺎﳋﺍ ﺔﺳﺍﺭﺪﻟﺍ ﺞﺋﺎﺘﻧ ﻞﻴﻠﲢﻭ ﺽﺮﻋ :ﻝﻭﻷﺍ ﺐﻠﻄﳌﺍ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ (
...
ﺔﻤﺋﺎﻗ ﺕﺎﻳﻮﺘﶈﺍ
281 ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ) ﻊﺑﺎﺘﻟﺍ ﲑﻐﺘﳌﺍ ﺩﺎﻌﺑﺄﺑ ﺔﺻﺎﳋﺍ ﺔﺳﺍﺭﺪﻟﺍ ﺞﺋﺎﺘﻧ ﻞﻴﻠﲢﻭ ﺽﺮﻋ:ﱐﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ ﺔﻴﻓﺮﺼﳌﺍ ( ...
292 ...ﱃﻭﻷﺍ ﺔﻴﺴﻴﺋﺮﻟﺍ ﺔﻴﺿﺮﻔﻟﺍ ﺭﺎﺒﺘﺧﺍ :ﺚﻟﺎﺜﻟﺍ ﺐﻠﻄﳌﺍ
304 ...ﺔﻴﻧﺎﺜﻟﺍ ﺔﻴﺴﻴﺋﺮﻟﺍ ﺔﻴﺿﺮﻔﻟﺍ ﺭﺎﺒﺘﺧﺍ :ﻊﺑﺍﺮﻟﺍ ﺐﻠﻄﳌﺍ
318 ...ﻞﺼﻔﻟﺍ ﺔﺻﻼﺧ
320 ...ﺔﻣﺎﻋ ﺔﲤﺎﺧ
329 ...ﻊﺟﺍﺮﳌﺍﻭ ﺭﺩﺎﺼﳌﺍ
357 ...ﻖﺣﻼﳌﺍ
ﻝﺎﻜﺷﻷﺍﻭ ﻝﻭﺍﺪﳉﺍ ﺔﻤﺋﺎﻗ
ﻝﻭﺍﺪﳉﺍ ﺔﻤﺋﺎﻗ -
ﺔﺤﻔﺼﻟﺍ ﻝﻭﺪﳉﺍ ﻥﺍﻮﻨﻋ ﻢﻗﺭ
ﻝﻭﺪﳉﺍ
23 -
24 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍﻭ ﺔﻳﺪﻴﻠﻘﺘﻟﺍ ﺓﺭﺍﺩﻹﺍ ﻒﺋﺎﻇﻭ ﲔﺑ ﻑﻼﺘﺧﻻﺍ ﻪﺟﻭﺃ ﻢﻫﺃ 01
117 ...ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﺱﺎﻴﻗ ﺩﺎﻌﺑﺃ 02
142 ...ﺔﻣﺪﳋﺎﺑ ﻥﺎﻜﳌﺍ ﺔﻗﻼﻋ 03
164 ..... ..2019-2000 ﺓﺮﺘﻔﻟﺍ ﰲ ﺮﺋﺍﺰﳉﺍ ﰲ ﺖﻧﺮﺘﻧﻻﺍ ﻲﻣﺪﺨﺘﺴﻣﻭ ﻥﺎﻜﺴﻟﺍ ﺩﺪﻋ ﺭﻮﻄﺗ 04
167 …2017-2016 ﻝﻼﺧ ﺕﻻﺎﺼﺗﻻﺍﻭ ﺕﺎﻣﻮﻠﻌﳌﺍ ﺎﻴﺟﻮﻟﻮﻨﻜﺗ ﻝﺎﳎ ﰲ ﺕﺎﺴﺳﺆﳌﺍ ﺩﺪﻋ 05
168 ........2018-2016 ﻝﻼﺧ ﺮﺋﺍﺰﳉﺍ ﰲ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻣﻮﻜﳊﺍ ﺕﺍﺮﺷﺆﻣ ﻢﻫﺃ ﻒﻴﻨﺼﺗ 06
181 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﻙﻮﻨﺒﻠﻟ ﺙﻼﺜﻟﺍ ﻁﺎﳕﻷﺍ ﻦﻣ ﻂﳕ ﻞﻛ ﻑﺮﻃ ﻦﻣ ﺔﻣﺪﻘﳌﺍ ﺕﺎﻣﺪﳋﺍ 07
185 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻹﺍ ﻙﻮﻨﺒﻟﺍﻭ ﺔﻳﺪﻴﻠﻘﺘﻟﺍ ﻙﻮﻨﺒﻟﺍ ﲔﺑ ﺔﻧﺭﺎﻘﳌﺍ 08
214 -2014 ﺓﺮﺘﻔﻟﺍ ﻝﻼﺧ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﺻﺎﻘﳌﺍ ﻡﺎﻈﻧ ﰲ ﺓﺰﺠﻨﳌﺍ ﺕﺎﻴﻠﻤﻌﻟﺍ ﺩﺪﻋ ﺭﻮﻄﺗ
2017
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09
215 .....2019ﺔﻴﻠﻳﻮﺟ-2014 ﺓﺮﺘﻔﻟﺍ ﻝﻼﺧTPE ﱐﻭﺮﺘﻜﻟﻻﺍ ﻊﻓﺪﻟﺍ ﺓﺰﻬﺟﺃ ﺩﺪﻋ ﺭﻮﻄﺗ 10
218 -2016 ﺓﺮﺘﻔﻟﺍ ﻝﻼﺧ ﲑﺗﺍﻮﻔﻠﻟ ﺖﻧﺮﺘﻧﻻﺍ ﱪﻋ ﱐﻭﺮﺘﻜﻟﻻﺍ ﻊﻓﺪﻟﺍ ﺎﻴﻠﻤﻋ ﺩﺪﻋ ﺔﻴﻠﻳﻮﺟ
……….2019
11
249 ........."ﻲﺳﺎﻤﳋﺍ ﺕﺮﻜﻴﻟ " ﺱﺎﻴﻘﳌ ﺎﻴﻠﻌﻟﺍﻭ ﺎﻴﻧﺪﻟﺍ ﺩﻭﺪﳊﺍ 12
254 ......ﺔﺳﺍﺭﺪﻟﺍ ﰲ ﺔﻋﺯﻮﳌﺍ ﺕﺍﺭﺎﻤﺘﺳﻻﺍ ﺔﻟﺎﺣ 13
256 ..........ﺔﻴﻠﻜﻟﺍ ﺔﺟﺭﺪﻟﺍ ﻊﻣ ﺭﻮﳏﻭ ﺪﻌﺑ ﻞﻛ ﺔﺟﺭﺩ ﲔﺑ (Pearson)ﻁﺎﺒﺗﺭﻻﺍ ﻞﻣﺎﻌﻣ 14
257 .........(Cronbach's Alpha) ﺔﻧﺎﺒﺘﺳﻻﺍ ﺕﺎﺒﺛ ﻞﻣﺎﻌﻣ 15
258 ........ﺕﺎﻧﺎﻴﺒﻠﻟ ﻲﻌﻴﺒﻄﻟﺍ ﻊﻳﺯﻮﺘﻟﺍ ﺭﺎﺒﺘﺧﺍ 16
259 ..........ﺏﻮﺳﺎﳊﺍ ﺩﺎﺘﻋ ﺪﻌﺑ ﺕﺍﺭﺎﺒﻌﻟ ﻲﻠﺧﺍﺪﻟﺍ ﻕﺎﺴﺗﻻﺍ ﻕﺪﺻ 17
260 ......ﺞﻣﺍﱪﻟﺍ ﺪﻌﺑ ﺕﺍﺭﺎﺒﻌﻟ ﻲﻠﺧﺍﺪﻟﺍ ﻕﺎﺴﺗﻻﺍ ﻕﺪﺻ 18
261 ......ﻝﺎﺼﺗﻻﺍ ﺔﻜﺒﺷ ﺪﻌﺑ ﺕﺍﺭﺎﺒﻌﻟ ﻲﻠﺧﺍﺪﻟﺍ ﻕﺎﺴﺗﻻﺍ ﻕﺪﺻ 19
262 ......ﺔﻳﺮﺸﺒﻟﺍ ﻯﻮﻘﻟﺍ ﺪﻌﺑ ﺕﺍﺭﺎﺒﻌﻟ ﻲﻠﺧﺍﺪﻟﺍ ﻕﺎﺴﺗﻻﺍ ﻕﺪﺻ 20
263 ......ﺔﻳﺩﺎﻤﺘﻋﻻﺍ ﺪﻌﺑ ﺕﺍﺭﺎﺒﻌﻟ ﻲﻠﺧﺍﺪﻟﺍ ﻕﺎﺴﺗﻻﺍ ﻕﺪﺻ 21
ﻝﺎﻜﺷﻷﺍﻭ ﻝﻭﺍﺪﳉﺍ ﺔﻤﺋﺎﻗ
264 .......ﺔﺑﺎﺠﺘﺳﻻﺍ ﺪﻌﺑ ﺕﺍﺭﺎﺒﻌﻟ ﻲﻠﺧﺍﺪﻟﺍ ﻕﺎﺴﺗﻻﺍ ﻕﺪﺻ 22
265 ...........ﺪﻴﻛﻮﺘﻟﺍﻭ ﺔﻘﺜﻟﺍ ﺪﻌﺑ ﺕﺍﺭﺎﺒﻌﻟ ﻲﻠﺧﺍﺪﻟﺍ ﻕﺎﺴﺗﻻﺍ ﻕﺪﺻ 23
266 ......(ﻒﻃﺎﻌﺘﻟﺍ) ﻕﺎﻨﺘﻋﻻﺍﻭ ﺺﻤﻘﺘﻟﺍ ﺪﻌﺑ ﺕﺍﺭﺎﺒﻌﻟ ﻲﻠﺧﺍﺪﻟﺍ ﻕﺎﺴﺗﻻﺍ ﻕﺪﺻ 24
267 ......ﺔﻴﺳﻮﻤﻠﳌﺍ ﺪﻌﺑ ﺕﺍﺭﺎﺒﻌﻟ ﻲﻠﺧﺍﺪﻟﺍ ﻕﺎﺴﺗﻻﺍ ﻕﺪﺻ 25
268 ......ﺲﻨﳉﺍﺐﺴﺣ ﺔﺳﺍﺭﺪﻟﺍﺔﻨﻴﻋ ﺩﺍﺮﻓﺃ ﻊﻳﺯﻮﺗ 26
269 .........ﻦﺴﻟﺍ ﺐﺴﺣ ﺔﺳﺍﺭﺪﻟﺍﺔﻨﻴﻋ ﺩﺍﺮﻓﺃ ﻊﻳﺯﻮﺗ 27
270 ......ﻲﻤﻠﻌﻟﺍ ﻞﻫﺆﳌﺍ ﺐﺴﺣ ﺔﺳﺍﺭﺪﻟﺍﺔﻨﻴﻋ ﺩﺍﺮﻓﺃ ﻊﻳﺯﻮﺗ 28
271 ......ﺔﻣﺪﳋﺍ ﺕﺍﻮﻨﺳ ﺐﺴﺣ ﺔﺳﺍﺭﺪﻟﺍﺔﻨﻴﻋ ﺩﺍﺮﻓﺃ ﻊﻳﺯﻮﺗ 29
273 ﺩﺎﺘﻋ ﺪﻌﺒﻟ ﺔﻳﺭﺎﻴﻌﳌﺍ ﺕﺎﻓﺍﺮﳓﻻﺍﻭ ﺔﻴﺑﺎﺴﳊﺍ ﺕﺎﻄﺳﻮﺘﳌﺍ ،ﺔﻳﻮﺌﳌﺍ ﺐﺴﻨﻟﺍﻭ ﺕﺍﺭﺍﺮﻜﺘﻟﺍ ﺏﻮﺳﺎﳊﺍ .
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275 ..ﺞﻣﺍﱪﻟﺍ ﺪﻌﺒﻟ ﺔﻳﺭﺎﻴﻌﳌﺍ ﺕﺎﻓﺍﺮﳓﻻﺍﻭ ﺔﻴﺑﺎﺴﳊﺍ ﺕﺎﻄﺳﻮﺘﳌﺍ ،ﺔﻳﻮﺌﳌﺍ ﺐﺴﻨﻟﺍﻭ ﺕﺍﺭﺍﺮﻜﺘﻟﺍ 31
277 ﺔﻜﺒﺷ ﺪﻌﺒﻟ ﺔﻳﺭﺎﻴﻌﳌﺍ ﺕﺎﻓﺍﺮﳓﻻﺍﻭ ﺔﻴﺑﺎﺴﳊﺍ ﺕﺎﻄﺳﻮﺘﳌﺍ ،ﺔﻳﻮﺌﳌﺍ ﺐﺴﻨﻟﺍﻭ ﺕﺍﺭﺍﺮﻜﺘﻟﺍ ﻝﺎﺼﺗﻻﺍ .
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279 ﻯﻮﻘﻟﺍ ﺪﻌﺒﻟ ﺔﻳﺭﺎﻴﻌﳌﺍ ﺕﺎﻓﺍﺮﳓﻻﺍﻭ ﺔﻴﺑﺎﺴﳊﺍ ﺕﺎﻄﺳﻮﺘﳌﺍ ،ﺔﻳﻮﺌﳌﺍ ﺐﺴﻨﻟﺍﻭ ﺕﺍﺭﺍﺮﻜﺘﻟﺍ ﺔﻳﺮﺸﺒﻟﺍ . ...
33
282 ﺪﻌﺒﻟ ﺔﻳﺭﺎﻴﻌﳌﺍ ﺕﺎﻓﺍﺮﳓﻻﺍﻭ ﺔﻴﺑﺎﺴﳊﺍ ﺕﺎﻄﺳﻮﺘﳌﺍ ،ﺔﻳﻮﺌﳌﺍ ﺐﺴﻨﻟﺍﻭ ﺕﺍﺭﺍﺮﻜﺘﻟﺍ ﺔﻳﺩﺎﻤﺘﻋﻻﺍ
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34
284 ﺪﻌﺒﻟ ﺔﻳﺭﺎﻴﻌﳌﺍ ﺕﺎﻓﺍﺮﳓﻻﺍﻭ ﺔﻴﺑﺎﺴﳊﺍ ﺕﺎﻄﺳﻮﺘﳌﺍ ،ﺔﻳﻮﺌﳌﺍ ﺐﺴﻨﻟﺍﻭ ﺕﺍﺭﺍﺮﻜﺘﻟﺍ ﺔﺑﺎﺠﺘﺳﻻﺍ
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35
286 ﺔﻘﺜﻟﺍ ﺪﻌﺒﻟ ﺔﻳﺭﺎﻴﻌﳌﺍ ﺕﺎﻓﺍﺮﳓﻻﺍﻭ ﺔﻴﺑﺎﺴﳊﺍ ﺕﺎﻄﺳﻮﺘﳌﺍ ،ﺔﻳﻮﺌﳌﺍ ﺐﺴﻨﻟﺍﻭ ﺕﺍﺭﺍﺮﻜﺘﻟﺍ ﺪﻴﻛﻮﺘﻟﺍﻭ .
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288 .ﻒﻃﺎﻌﺘﻟﺍ ﺪﻌﺒﻟ ﺔﻳﺭﺎﻴﻌﳌﺍ ﺕﺎﻓﺍﺮﳓﻻﺍﻭ ﺔﻴﺑﺎﺴﳊﺍ ﺕﺎﻄﺳﻮﺘﳌﺍ ،ﺔﻳﻮﺌﳌﺍ ﺐﺴﻨﻟﺍﻭ ﺕﺍﺭﺍﺮﻜﺘﻟﺍ 37
290 ﺪﻌﺒﻟ ﺔﻳﺭﺎﻴﻌﳌﺍ ﺕﺎﻓﺍﺮﳓﻻﺍﻭ ﺔﻴﺑﺎﺴﳊﺍ ﺕﺎﻄﺳﻮﺘﳌﺍ ،ﺔﻳﻮﺌﳌﺍ ﺐﺴﻨﻟﺍﻭ ﺕﺍﺭﺍﺮﻜﺘﻟﺍ ﺔﻴﺳﻮﻤﻠﳌﺍ
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293 ﺩﺎﺘﻋ ﺪﻌﺑ ﺮﺛﺃ ﺭﺎﺒﺘﺧﻻ ﺝﺫﻮﻤﻨﻟﺍ ﺔﻴﺣﻼﺻ ﻦﻣ ﺪﻛﺄﺘﻠﻟ ﺭﺍﺪﳓﻼﻟ ﻦﻳﺎﺒﺘﻟﺍ ﻞﻴﻠﲢ ﺞﺋﺎﺘﻧ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﻰﻠﻋ ﺏﻮﺳﺎﳊﺍ ...
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ﻝﺎﻜﺷﻷﺍﻭ ﻝﻭﺍﺪﳉﺍ ﺔﻤﺋﺎﻗ
293 ﻰﻠﻋ ﺏﻮﺳﺎﳊﺍ ﺩﺎﺘﻋ ﺪﻌﺑ ﺮﺛﺃ ﺭﺎﺒﺘﺧﻻ ﻂﻴﺴﺒﻟﺍ ﻲﻄﳋﺍ ﺭﺍﺪﳓﻻﺍ ﻦﻳﺎﺒﺘﻟﺍ ﻞﻴﻠﲢ ﺞﺋﺎﺘﻧ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ .
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295 ﺞﻣﺍﱪﻟﺍ ﺪﻌﺑ ﺮﺛﺃ ﺭﺎﺒﺘﺧﻻ ﺝﺫﻮﻤﻨﻟﺍ ﺔﻴﺣﻼﺻ ﻦﻣ ﺪﻛﺄﺘﻠﻟ ﺭﺍﺪﳓﻼﻟ ﻦﻳﺎﺒﺘﻟﺍ ﻞﻴﻠﲢ ﺞﺋﺎﺘﻧ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﻰﻠﻋ .
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295 ﺓﺩﻮﺟ ﻰﻠﻋ ﺞﻣﺍﱪﻟﺍ ﺪﻌﺑ ﺮﺛﺃ ﺭﺎﺒﺘﺧﻻ ﻂﻴﺴﺒﻟﺍ ﻲﻄﳋﺍ ﺭﺍﺪﳓﻻﺍ ﻦﻳﺎﺒﺘﻟﺍ ﻞﻴﻠﲢ ﺞﺋﺎﺘﻧ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ .
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297 ﺔﻜﺒﺷ ﺪﻌﺑ ﺮﺛﺃ ﺭﺎﺒﺘﺧﻻ ﺝﺫﻮﻤﻨﻟﺍ ﺔﻴﺣﻼﺻ ﻦﻣ ﺪﻛﺄﺘﻠﻟ ﺭﺍﺪﳓﻼﻟ ﻦﻳﺎﺒﺘﻟﺍ ﻞﻴﻠﲢ ﺞﺋﺎﺘﻧ ﻝﺎﺼﺗﻻﺍ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﻰﻠﻋ
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297 ﻰﻠﻋ ﻝﺎﺼﺗﻻﺍ ﺔﻜﺒﺷ ﺪﻌﺑ ﺮﺛﺃ ﺭﺎﺒﺘﺧﻻ ﻂﻴﺴﺒﻟﺍ ﻲﻄﳋﺍ ﺭﺍﺪﳓﻻﺍ ﻦﻳﺎﺒﺘﻟﺍ ﻞﻴﻠﲢ ﺞﺋﺎﺘﻧ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﺔﻴﻓﺮﺼﳌﺍ
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299 ﻉﺎﻨﺻ ﺪﻌﺑ ﺮﺛﺃ ﺭﺎﺒﺘﺧﻻ ﺝﺫﻮﻤﻨﻟﺍ ﺔﻴﺣﻼﺻ ﻦﻣ ﺪﻛﺄﺘﻠﻟ ﺭﺍﺪﳓﻼﻟ ﻦﻳﺎﺒﺘﻟﺍ ﻞﻴﻠﲢ ﺞﺋﺎﺘﻧ ﺔﻓﺮﻌﳌﺍ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﻰﻠﻋ ...
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299 ﺓﺩﻮﺟ ﻰﻠﻋ ﺔﻓﺮﻌﳌﺍ ﻉﺎﻨﺻ ﺪﻌﺑ ﺮﺛﺃ ﺭﺎﺒﺘﺧﻻ ﻂﻴﺴﺒﻟﺍ ﻲﻄﳋﺍ ﺭﺍﺪﳓﻻﺍ ﻦﻳﺎﺒﺘﻟﺍ ﻞﻴﻠﲢ ﺞﺋﺎﺘﻧ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ .
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301 ﺓﺭﺍﺩﻹﺍ ﺮﺛﺃ ﺭﺎﺒﺘﺧﻻ ﺝﺫﻮﻤﻨﻟﺍ ﺔﻴﺣﻼﺻ ﻦﻣ ﺪﻛﺄﺘﻠﻟ ﺭﺍﺪﳓﻼﻟ ﻦﻳﺎﺒﺘﻟﺍ ﻞﻴﻠﲢ ﺞﺋﺎﺘﻧ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺩﻮﺟ ﻰﻠﻋ
ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ .
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301 ﻰﻠﻋ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺮﺛﺃ ﺭﺎﺒﺘﺧﻻ ﻂﻴﺴﺒﻟﺍ ﻲﻄﳋﺍ ﺭﺍﺪﳓﻻﺍ ﻦﻳﺎﺒﺘﻟﺍ ﻞﻴﻠﲢ ﺞﺋﺎﺘﻧ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ .
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303 ﺓﺭﺍﺩﻹﺍ ﺩﺎﻌﺑﺃ ﺮﺛﺃ ﺭﺎﺒﺘﺧﻻ ﺝﺫﻮﻤﻨﻟﺍ ﺔﻴﺣﻼﺻ ﻦﻣ ﺪﻛﺄﺘﻠﻟ ﺭﺍﺪﳓﻼﻟ ﻦﻳﺎﺒﺘﻟﺍ ﻞﻴﻠﲢ ﺞﺋﺎﺘﻧ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﻰﻠﻋ
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303 ﺓﺩﻮﺟ ﻰﻠﻋ ﺔﻓﺮﻌﳌﺍ ﻉﺎﻨﺻ ﺪﻌﺑ ﺮﺛﺃ ﺭﺎﺒﺘﺧﻻ ﻂﻴﺴﺒﻟﺍ ﻲﻄﳋﺍ ﺭﺍﺪﳓﻻﺍ ﻦﻳﺎﺒﺘﻟﺍ ﻞﻴﻠﲢ ﺞﺋﺎﺘﻧ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ...
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306 ....ﺲﻨﺠﻠﻟ ﺎﻌﺒﺗ ﺔﺳﺍﺭﺪﻟﺍ ﺕﺍﲑﻐﺘﻣ ﻩﺎﲡ ﲔﺑﻮﺠﺘﺴﳌﺍ ﺀﺍﺭﻵ ﲔﻄﺳﻮﺘﳌﺍ ﻕﺮﻓ ﺭﺎﺒﺘﺧﺍ ﺞﺋﺎﺘﻧ 45
308 ﺕﺍﲑﻐﺘﻣ ﻩﺎﲡ ﲔﺑﻮﺠﺘﺴﳌﺍ ﺔﺑﻮﺟﺃ ﲔﺑ ﺕﺎﻗﻭﺮﻔﻠﻟ (One-way ANOVA) ﺭﺎﺒﺘﺧﺍ ﺞﺋﺎﺘﻧ ﺎﻌﺒﺗ ﺔﺳﺍﺭﺪﻟﺍ ﻦﺴﻠﻟ
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46
311 ﺕﺍﲑﻐﺘﻣ ﻩﺎﲡ ﲔﺑﻮﺠﺘﺴﳌﺍ ﺔﺑﻮﺟﺃ ﲔﺑ ﺕﺎﻗﻭﺮﻔﻠﻟ (One-way ANOVA) ﺭﺎﺒﺘﺧﺍ ﺞﺋﺎﺘﻧ 47
ﻝﺎﻜﺷﻷﺍﻭ ﻝﻭﺍﺪﳉﺍ ﺔﻤﺋﺎﻗ
ﻲﻤﻠﻌﻟﺍ ﻞﻫﺆﻤﻠﻟ ﺎﻌﺒﺗ ﺔﺳﺍﺭﺪﻟﺍ ...
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314 ﺕﺍﲑﻐﺘﻣ ﻩﺎﲡ ﲔﺑﻮﺠﺘﺴﳌﺍ ﺔﺑﻮﺟﺃ ﲔﺑ ﺕﺎﻗﻭﺮﻔﻠﻟ (One-way ANOVA) ﺭﺎﺒﺘﺧﺍ ﺞﺋﺎﺘﻧ ﺓﱪﳋﺍ ﺕﺍﻮﻨﺳ ﺩﺪﻌﻟ ﺎﻌﺒﺗ ﺔﺳﺍﺭﺪﻟﺍ ...
...
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48
316 ﺩﺎﺘﻋ ﺪﻌﺒﻟ ﺔﻣﺪﳋﺍ ﺕﺍﻮﻨﺳ ﺕﺎﺌﻓ ﲔﺑ ﺔﻳﺪﻌﺒﻟﺍ ﺕﺎﻧﺭﺎﻘﻤﻠﻟ (LSD)ﺭﺎﺒﺘﺧﺍ ﺞﺋﺎﺘﻧ ﲔﺑﻮﺠﺘﺴﳌﺍ ﺩﺍﺮﻓﻷﺍ ﻯﺪﻟ ﺔﻓﺮﻌﳌﺍ ﻉﺎﻨﺻ ﺪﻌﺑ ﻭ ﺞﻣﺍﱪﻟﺍﻭ ﺏﻮﺳﺎﳊﺍ .
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49
ﻝﺎﻜﺷﻷﺍ ﺔﻤﺋﺎﻗ -
ﺔﺤﻔﺼﻟﺍ ﻞﻜﺸﻟﺍ ﻥﺍﻮﻨﻋ ﻢﻗﺭ
ﻞﻜﺸﻟﺍ
06 ...ﺔﻓﺩﺍﺮﳌﺍ ﺕﺎﺤﻠﻄﺼﳌﺎﺑ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺔﻗﻼﻋ 01
10 ...ﺔﻴﻤﻗﺮﻟﺍ ﺓﺭﺍﺩﻹﺍﻭ ﺖﻧﺮﺘﻧﻻﺍ ﻩﺎﲡﺍ ﻲﺟﻮﻟﻮﻨﻜﺘﻟﺍ ﺭﻮﻄﺘﻟﺍ 02
16 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺮﺻﺎﻨﻋ 03
33 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺗ ﺕﺍﻮﻄﺧ 04
38 ...ﺔﻜﺒﺸﻠﻟ ﺔﻴﻤﺠﻨﻟﺍ ﺔﻠﻜﻴﳍﺍ 05
39 ...ﺔﻜﺒﺸﻠﻟ ﺔﻳﺮﺋﺍﺪﻟﺍ ﺔﻠﻜﻴﳍﺍ 06
39 ...ﺔﻜﺒﺸﻠﻟ ﺔﻠﻓﺎﳊﺍ ﺔﻠﻜﻴﻫ 07
63 ...ﺭﺎﻨﻟﺍ ﺭﺍﺪﺟ 08
73 ...ﺔﻴﻜﻳﺮﻣﻷﺍ ﺓﺪﺤﺘﳌﺍ ﺕﺎﻳﻻﻮﻟﺍ ﺔﻣﻮﻜﳊ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﺑﺍﻮﺒﻟﺍ 09
74 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﰊﺩ ﺔﻣﻮﻜﺣ ﺔﺑﺍﻮﺑ 10
82 ..........(ﺎﻫﺮﺻﺎﻨﻋ) ﺓﺩﻮﳉﺍ ﺲﺳﺃ 11
86 ...ﺓﺩﻮﺠﻠﻟ ﻚﻨﻣﻭﺩ ﺓﺭﻭﺩ 12
91 ...ﺓﺩﻮﳉﺍ ﺔﻴﳘﺃ 13
95 ...ﱄﺎﻣ ﻂﻴﺳﻮﻛ ﻑﺮﺼﳌﺍ 14
106 ...ﻚﻨﺒﻠﻟ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺔﺳﺎﻴﺳ ﻢﻴﻤﺼﺗ ﻞﻋ ﺓﺮﺛﺆﳌﺍ ﻞﻣﺍﻮﻌﻟﺍ 15
109 ...ﺔﻴﻓﺮﺼﳌﺍ ﺔﻣﺪﳋﺍ ﺓﺎﻴﺣ ﺓﺭﻭﺩ 16
ﻝﺎﻜﺷﻷﺍﻭ ﻝﻭﺍﺪﳉﺍ ﺔﻤﺋﺎﻗ
111 ...ﺔﻣﺪﳋﺍ ﺓﺩﻮﺟ ﻡﻮﻬﻔﻣ 17
114 ...ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﺕﺎﻳﻮﺘﺴﻣ 18
116 ...ﺔﻣﺪﳋﺍ ﺓﺩﻮﺟ ﺩﺎﻌﺑﺃ 19
120 ..........ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺓﺩﻮﺟ ﺩﺎﻌﺑﻷ ﱯﺴﻨﻟﺍ ﻥﺯﻮﻟﺍ 20
123 .........ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﰲ ﺓﺩﻮﳉﺍ ﻖﻴﻘﲢ ﺕﺍﻮﻄﺧ 21
129 ........Servqual ﺔﻣﺪﳋﺍ ﺓﺩﻮﺟ ﺝﺫﻮﳕ 22
138 ...ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺮﻳﻮﻄﺗ ﻞﺣﺍﺮﻣ 23
154 ...ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺔﻔﺷﺭﻷﺍﻭ ﻖﺋﺎﺛﻮﻟﺍ ﺔﻨﻤﻗﺮﻟ ﱐﺎﻴﺒﻟﺍ ﻂﻄﺨﳌﺍ 24
155 ..ﱪﻋ ﻴﺔﺴﻨﳉﺍ ﺓﺩﺎﻬﺷ ﻭﺃ ﻖﺑﺍﻮﺴﻟﺍ ﺔﻔﻴﺤﺻ ﺝﺍﺮﺨﺘﺳﺍﻭ ﺐﻠﻃ ﻦﻣ ﲔﻨﻃﺍﻮﳌﺍ ﲔﻜﲤ ﺓﺭﺎﻤﺘﺳﺍ 25
157 ...ﺔﻴﺒﻫﺬﻟﺍ ﺔﻗﺎﻄﺒﻟﺍ 26
157 ...ﺖﻧﺮﺘﻧﻻﺍ ﱪﻋE-CCP ﺔﻣﺪﺧ 27
159 ..............ﲔﻳﺮﺘﻣﻮﻴﺒﻟﺍ ﻒﻳﺮﻌﺘﻟﺍ ﺔﻗﺎﻄﺑﻭ ﺮﻔﺴﻟﺍ ﺯﺍﻮﺟ 28
161 .....2018 ﱃﺇ2010 ﺔﻨﺳ ﻦﻣ ﺮﺋﺍﺰﳉﺍ ﰲ ﺖﺑﺎﺜﻟﺍ ﻒﺗﺎﳍﺍ ﺔﻜﺒﺷ ﰲ ﲔﻛﺮﺘﺸﳌﺍ ﺩﺪﻋ ﺭﻮﻄﺗ 29
162 .....2017 ﱃﺇ2010 ﺔﻨﺳ ﻦﻣ ﺮﺋﺍﺰﳉﺍ ﰲ ﻝﺎﻘﻨﻟﺍ ﻒﺗﺎﳍﺍ ﺔﻜﺒﺷ ﰲ ﲔﻛﺮﺘﺸﳌﺍ ﺩﺪﻋ ﺭﻮﻄﺗ 30
165 .........2019-2000 ﺓﺮﺘﻔﻟﺍ ﻝﻼﺧ ﺮﺋﺍﺰﳉﺍ ﰲ ﺖﻧﺮﺘﻧﻻﺍ ﻲﻣﺪﺨﺘﺴﻣ ﺩﺪﻋ 31
166 ﺔﻳﺎﻏ ﱃﺇ2018/07 ﺓﺮﺘﻔﻟﺍ ﰲ ﺮﺋﺍﺰﳉﺍ ﰲ ﻝﺎﻘﻨﻟﺍﻭ ﺖﺑﺎﺜﻟﺍ ﺖﻧﺮﺘﻧﻻﺍ ﺔﻋﺮﺳ ﺭﻮﻄﺗ /07
.2019
...
32
167 .......2017 -2016 ﻝﻼﺧ ﻝﺎﺼﺗﻻﺍﻭ ﺕﺎﻣﻮﻠﻌﳌﺍ ﺎﻴﺟﻮﻟﻮﻨﻜﺗ ﻝﺎﳎ ﰲ ﺕﺎﺴﺳﺆﳌﺍ ﺩﺪﻋ 33
183 ......ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﻙﻮﻨﺒﻠﻟ ﺔﻠﻜﺸﳌﺍﻑﺍﺮﻃﻷﺍ 34
187 .......ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﻙﻮﻨﺒﻟﺍ ﺕﺎﻣﺪﺧ ﺪﺋﺍﻮﻋﻭ ﻒﻴﻟﺎﻜﺗ ﺔﺒﺴﻧ 35
208 .......(2018 ﻞﻳﺮﻓﺍ) ﺔﻨﻫﺍﺮﻟﺍ ﺓﺮﺘﻔﻟﺍ ﰲ ﻱﺮﺋﺍﺰﳉﺍ ﰲﺮﺼﳌﺍ ﺯﺎﻬﳉﺍ ﻞﻜﻴﻫ 36
218 ....2018-2016 ﺓﺮﺘﻔﻟﺍ ﻝﻼﺧ ﺖﻧﺮﺘﻧﻻﺍ ﱪﻋ ﱐﻭﺮﺘﻜﻟﻻﺍ ﻊﻓﺪﻟﺍ ﺕﺎﻴﻠﻤﻌﻟ ﱄﺎﲨﻹﺍ ﺩﺪﻌﻟﺍ 37
230 ............BADR ﺔﻴﻔﻳﺮﻟﺍ ﺔﻴﻤﻨﺘﻟﺍﻭ ﺔﺣﻼﻔﻟﺍ ﻚﻨﺒﻟ ﻲﻤﻴﻈﻨﺘﻟﺍ ﻞﻜﻴﳍﺍ 38
235 .............BADR ﺔﻴﻔﻳﺮﻟﺍ ﺔﻴﻤﻨﺘﻟﺍﻭ ﺔﺣﻼﻔﻟﺍ ﻚﻨﺒﻟ ﺔﺴﻴﺋﺮﻟﺍ ﺔﻴﲰﺮﻟﺍ ﺔﺤﻔﺼﻟﺍ 39
236 ................BADRnet(ﱐﻭﺮﺘﻜﻟﻻﺍ ﻚﻨﺒﻟﺍ) ﺪﻌﺑ ﻦﻋ ﻚﻨﺒﻟﺍ ﺔﺤﻔﺻ 40
ﻝﺎﻜﺷﻷﺍﻭ ﻝﻭﺍﺪﳉﺍ ﺔﻤﺋﺎﻗ
237 ................BADR ﻚﻨﺒﻟ ﱐﻭﺮﺘﻜﻟﻻﺍ ﺪﻳﱪﻟﺍ ﺔﻣﺪﺧ ﺔﺤﻔﺻ 41
239 ...........ﺔﻴﻜﻴﺳﻼﻜﻟﺍCIBﺔﻗﺎﻄﺑ 42
239 ...............C.B.Rﺔﻗﺎﻄﺑ 43
240 ............ﺔﻴﺒﻫﺬﻟﺍC.I.B ﺔﻗﺎﻄﺑ 44
240 ................BADR TAWFIR ﲑﻓﻮﺘﻟﺍ ﺔﻗﺎﻄﺑ 45
242 ........BADR ﻚﻨﺒﻟ017– ﺔﻔﻠﳉﺍ– ﻝﻼﻐﺘﺳﻼﻟ ﻱﻮﻬﳉﺍ ﻊﻤﺍ ﺕﻻﺎﻛﻭ 46
245 ...ﺔﺳﺍﺭﺪﻟﺍ ﺝﺫﻮﳕﺃ 47
254 .........ﲔﺛﻮﺤﺒﳌﺍ ﻰﻠﻋ ﺔﻋﺯﻮﳌﺍ ﺕﺍﺭﺎﻤﺘﺳﻻﺍ ﺔﻟﺎﺣ 48
268 ..........ﺲﻨﳉﺍ ﺐﺴﺣ ﺔﺳﺍﺭﺪﻟﺍ ﺔﻨﻴﻋ ﺺﺋﺎﺼﺧ 49
269 .........ﻦﺴﻟﺍ ﺐﺴﺣ ﺔﺳﺍﺭﺪﻟﺍ ﺔﻨﻴﻋ ﺺﺋﺎﺼﺧ 50
270 ......ﻲﻤﻠﻌﻟﺍ ﻞﻫﺆﳌﺍ ﺐﺴﺣ ﺔﺳﺍﺭﺪﻟﺍ ﺔﻨﻴﻋ ﺺﺋﺎﺼﺧ 51
271 ......ﺔﻣﺪﳋﺍ ﺕﺍﻮﻨﺳ ﺐﺴﺣ ﺔﺳﺍﺭﺪﻟﺍ ﺔﻨﻴﻋ ﺺﺋﺎﺼﺧ 52
ﻖﺣﻼﳌﺍ ﺔﻤﺋﺎﻗ - ﻖﺣﻼﳌﺍ ﺔﻤﺋﺎﻗ
ﻖﺤﻠﳌﺍ ﻢﻗﺭ ﻖﺤﻠﳌﺍ ﻥﺍﻮﻨﻋ
ﺔﺤﻔﺼﻟﺍ ﻢﻗﺭ
ﻢﻴﻜﺤﺘﻟﺍ ﻞﺒﻗ ﻥﺎﻴﺒﺘﺳﻻﺍ ﺺﻧ 01 357
ﲔﻤﻜﶈﺍ ﺔﻤﺋﺎﻗ 02 369
ﻲﺋﺎﻬﻨﻟﺍ ﺎﻬﻠﻜﺷ ﰲ ﺔﻧﺎﺒﺘﺳﻻﺍ 03 370
ﺔﻴﻧﺍﺪﻴﳌﺍ ﺔﺳﺍﺭﺪﻟﺍ ﺕﺍﺀﺍﺮﺟﺇ ﻞﻴﻬﺴﺗ ﺔﻘﻴﺛﻭ 04 376
12-05
ـﻟﺍ ﺞﻣﺎﻧﺮﺑ ﺕﺎﺟﺮﳐ
377 spss - 411
ﺔﻣﺪﻘﻣ ﺕﻻﺎﳎ ﺓﺪﻋ ﰲ ﺔﻋﺭﺎﺴﺘﳌﺍ ﺕﺍﺭﻮﻄﺘﻟﺍﻭ ﺕﺍﲑﻐﺘﻟﺍ ﻦﻣ ﺕﺎﺟﻮﻣ ﻦﻣﺰﻟﺍ ﻦﻣ ﺔﺒﻘﺣ ﺬﻨﻣ ﱂﺎﻌﻟﺍ ﺪﻬﺷ )
،ﺔﻳﺩﺎﺼﺘﻗﻻﺍ
،ﺔﻴﻋﺎﻤﺘﺟﻻﺍﻭ ﺔﻴﺳﺎﻴﺴﻟﺍﻭ
ﺔﻴﻓﺎﻘﺜﻟﺍﻭ (
، ﻊﺟﺍﺭ ﻚﻟﺫﻭ ﱃﺇ
ﻡﺪﻘﺘﻟﺍ ﻞﺋﺎﳍﺍ ﰲ ﺎﻴﺟﻮﻟﻮﻨﻜﺗ ﺕﺎﻣﻮﻠﻌﳌﺍ
ﻞﺋﺎﺳﻭﻭ
ﺕﻻﺎﺼﺗﻻﺍ ﱵﻟﺍ
ﱂﺎﻌﻟﺍ ﺖﺑﺮﻗ
، ﻮﻫﻭ ﺮﻣﻷﺍ ﻱﺬﻟﺍ ﻯﺩﺃ ﻩﺭﻭﺪﺑ ﱃﺇ ﲑﻐﺗ ﺪﻋﺍﻮﻗ ﺔﺴﻓﺎﻨﳌﺍ ﺔﺻﺎﺧ
ﻞﻇ ﰲ ﺭﺎﺸﺘﻧﺍ
ﺔﺼﺨﺼﳋﺍ ﺔﳌﻮﻌﻟﺍﻭ
ﺡﺎﺘﻔﻧﻻﺍﻭ ﻮﳓ
ﻕﻮﺴﻟﺍ ﺍ ﺔﻴﳌﺎﻌﻟ . ﺔﻳﲑﻴﺴﺗ ﺐﻴﻟﺎﺳﺃﻭ ﺕﺎﻴﻨﻘﺗ ﻦﻋ ﺚﺤﺒﻟﺍ ﺕﺎﻤﻈﻨﳌﺍ ﺖﻣﺰﻟﺃﻭ
ﺎﳑ ﺭﻮﻄﺘﻟﺍ ﺍﺬﻫ ﺔﺠﻴﺘﻧ ﺕﺮﻬﻇ ﱵﻟﺍ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻞﺜﻣ ﺕﺍﺭﻮﻄﺘﻟﺍ ﻩﺬﻫﻭ ﻰﺷﺎﻤﺘﺗ ﺔﺜﻳﺪﺣ ﺯﺰﻋ
ﻦﻣ ﺔﻴﳘﺃ
ﺎﻬﻣﺍﺪﺨﺘﺳﺍ ﻭ
ﺖﺤﺒﺻﺃ ﺪﺣﺃ
ﺩﺭﺍﻮﳌﺍ ﺔﻴﺳﺎﺳﻷﺍ ﺔﻴﺠﻴﺗﺍﺮﺘﺳﻹﺍﻭ
ﱵﻟﺍ ﺪﻤﺘﻌﺗ ﺎﻬﻴﻠﻋ ﺕﺎﻤﻈﻨﳌﺍ ﺎﻣ ﺓﺩﻮﺟ ﲔﺴﲢ ﰲ
ﱄﺎﺘﻟﺎﺑﻭ ﻪﻣﺪﻘﺗ ﻝﻮﺼﳊﺍ
ﻰﻠﻋ ﺕﺍﺰﻴﻣ ﺔﻴﺴﻓﺎﻨﺗ ﺎﻬﺋﺎﻘﺑ ﻥﺎﻤﺿﻭ ﺎﻫﺩﻮﺟﻭ ﺽﺮﻓﻭ .
ﺕﺍﲑﻐﺘﻟﺍ ﻩﺬﻫ ﺔﺒﻛﺍﻮﻣ ﺓﺭﻭﺮﻀﺑ ﻝﻭﺪﻟﺍ ﻦﻣ ﺎﻫﲑﻐﻛ ﺔﻴﻨﻌﻣ ﻲﻬﻓ ﱂﺎﻌﻟﺍ ﺍﺬﻫ ﻦﻣ ﺍﺀﺰﺟ ﺮﺋﺍﺰﳉﺍ ﻥﺃ ﺭﺎﺒﺘﻋﺎﺑﻭ ﻳﺪﺤﺘﺑ ﺔﺒﻟﺎﻄﻣ ﻲﻬﻓ ﻝﺎﺼﺗﻻﺍﻭ ﺕﺎﻣﻮﻠﻌﳌﺍ ﺎﻴﺟﻮﻟﻮﻨﻜﺗ ﻝﺎﳎ ﰲ ﺔﺻﺎﺧ ﺔﻠﺻﺎﳊﺍ ﺕﺍﺭﻮﻄﺘﻟﺍﻭ ﻒﻠﺘﳐ ﺔﻧﺮﺼﻋﻭ ﺚ
ﻲﻠﻜﻟﺍ ﺩﺎﺼﺘﻗﻻﺍ ﺔﻠﺠﻌﻟ ﺔﻛﺮﶈﺍ ﺔﻴﺠﻴﺗﺍﺮﺘﺳﻹﺍ ﺕﺎﻋﺎﻄﻘﻟﺍ ﲔﺑ ﻦﻣ ﱪﺘﻌﻳ ﻱﺬﻟﺍ ﰲﺮﺼﳌﺍ ﻉﺎﻄﻘﻟﺍ ﺔﺻﺎﺧ ﺎﺎﻋﺎﻄﻗ ﻢﻈﻨﻟﺍ ﺱﺎﺳﺃ ﻮﻫﻭ ،ﻱﺩﺎﺼﺘﻗﻻﺍ ﺡﻼﺻﻹﺍ ﺞﻣﺍﺮﺑ ﺬﻴﻔﻨﺗ ﰲ ﺔﻟﻭﺪﻟﺍ ﺎﻬﻴﻠﻋ ﺪﻤﺘﻌﺗ ﱵﻟﺍ ﺔﻴﺴﻴﺋﺮﻟﺍ ﺕﺍﻭﺩﻷﺍ ﺪﺣﺃﻭ ﺕﺍﺮﺧﺪﳌﺍ ﻊﲨ ﰲ ﻢﻬﳌﺍ ﻩﺭﻭﺪﻟ ،ﺔﻴﻟﺎﳌﺍﻭ ﺔﻳﺩﺎﺼﺘﻗﻻﺍ ﺔﻔﻠﺘﺨﳌﺍ ﺕﺍﺭﺎﻤﺜﺘﺳﻻﺍ ﻰﻠﻋ ﺎﻬﻌﻳﺯﻮﺗﻭ ﺎﻬﺘﺌﺒﻌﺗﻭ
ﻥﺎﻛ ﻥﺍﻭ ﱴﺣ
ﻢﻠﺴﳌﺍ ﻱﺮﺋﺍﺰﳉﺍ ﻊﻤﺘﺍ ﺔﻓﺎﻘﺛﻭ ﻰﺷﺎﻤﺘﻳ ﻻ
، ﱄﺎﺘﻟﺎﺑﻭ ﻮﻬﻓ ﺐﻟﺎﻄﻣ ﲏﺒﺘﺑ ﻣﺎﻀﻣ ﲔ
،ﺓﺩﻮﳉﺍ ﺑ
ﺎﻫﺭﺎﺒﺘﻋﺎ ﺪﺣﺃ
ﻞﺧﺍﺪﳌﺍ
ﺋﺮﻟﺍ ﻴ ﺴﻴ ﺔ ﺰﻟﻳ ﺓﺩﺎ ﻮﻄﺗﻭ ﻳﺮ ﺕﺍﺭﺪﻘﻟﺍ ﺴﻓﺎﻨﺘﻟﺍ
ﻴﺔ
،ﻙﻮﻨﺒﻠﻟ ﺰﻌﺗﻭ
ﻳﺰ ﺎﻬﻋﺎﺿﻭﺃ ﰲ
ﻕﺍﻮﺳﻷﺍ ﻠﺧﺍﺪﻟﺍ
ﻴﺔ ﺟﺭﺎﳋﺍﻭ ﻴﺔ ، ﺎﻣ ﻮﻫﻭ
ﲔﺴﲢ ﱃﺇ ﺓﺪﻫﺎﺟ ﻞﻤﻌﺗ ﻙﻮﻨﺒﻟﺍ ﻞﻌﺟ ﺮﻳﻮﻄﺗﻭ
ﺓﺩﻮﺟ ﺎﺎﻣﺪﺧ ﺎﻫﺭﺎﺒﺘﻋﺎﺑ
ﺡﺎﺘﻔﳌﺍ ﻲﺳﺎﺳﻷﺍ ﻝﻮﺧﺪﻟ
ﻕﻮﺴﻟﺍ ﺔﻴﻜﻨﺒﻟﺍ
ﺰﻴﻤﺘﻟﺍﻭ ﺎﻬﻴﻓ ﺚﻴﺣ ﱪﺘﻌﻳ ﱘﺪﻘﺗ ﻞﻀﻓﺃ ﺔﻣﺪﺧ ﺭﺎﻴﻌﻣ ﻪﺣﺎﳒ ﰲ ﻕﻮﺴﻟﺍ ﺔﻴﻜﻨﺒﻟﺍ . ﺍﺬﻫﻭ ﺎﻣ ﻰﻌﺴﺗ ﻙﻮﻨﺒﻟﺍ ﻝﻮﺻﻮﻠﻟ
ﻪﻴﻟﺇ ﻦﻣ ﻞﺟﺃ ﺩﻮﻤﺼﻟﺍ ﻪﺟﻮﺑ
ﺔﺴﻓﺎﻨﳌﺍ ﺔﺻﺎﺧﻭ ﺪﻌﺑ ﻝﻮﺧﺩ ﻙﻮﻨﺒﻟﺍ ﺔﻴﺒﻨﺟﻷﺍ ﻕﻮﺴﻠﻟ
ﺔﻴﻓﺮﺼﳌﺍ ﺔﻳﺮﺋﺍﺰﳉﺍ
.
ﺎﻬﳘﺃ ﺕﺎﺣﻼﺻﺇ ﺓﺪﻋ ﻱﺮﺋﺍﺰﳉﺍ ﰲﺮﺼﳌﺍ ﻉﺎﻄﻘﻟﺍ ﺞﻬﺘﻧﺍ ﻚﻟﺫ ﱃﺇ ﻝﻮﺻﻮﻠﻟﻭ ﺝﻮﻟﻮﻟﺍ
ﱃﺇ ﺓﺭﺍﺩﺇ ﺔﻳﺮﺼﻋ
،ﺔﻴﻧﻭﺮﺘﻜﻟﺇ ﺓﺪﻤﺘﻌﻣ
ﰲ ﻚﻟﺫ ﺱﺎﺳﻷﺎﺑ ﻰﻠﻋ
ﻝﺎﻤﻌﺘﺳﺍﻭ ﻝﺎﺧﺩﺇ ﺕﺎﻴﺟﻮﻟﻮﻨﻜﺘﻟﺍ
،ﺔﺜﻳﺪﳊﺍ ﺕﺩﻭﺯﻭ
ﻒﻠﺘﺨﲟ ﻙﻮﻨﺒﻟﺍ
ﺎﻴﺟﻮﻟﻮﻨﻜﺘﻟﺍ ﺕﺎﻴﻨﻘﺘﻟﺍﻭ ﺔﺜﻳﺪﳊﺍ
ﺐﻴﻟﺎﺳﻷﺍﻭ ﺔﻤﻋﺍﺪﻟﺍ
ﺓﺭﺍﺩﻺﻟ
،ﺔﻴﻧﻭﺮﺘﻜﻟﻹﺍ ﺍﺬﻫﻭ
ﻞﺟﻷ ﺔﻴﻧﺎﻜﻣﺇ ﱘﺪﻘﺗ
ﺔﻣﺪﺧ
ﺔﻴﻓﺮﺼﻣ ﺕﺍﺫ
ﺓﺩﻮﺟ ﻲﺿﺮﺗ ﺮﺧﺁﻭ ﻚﻨﺑ ﲔﺑ ﺔﻠﺿﺎﻔﳌﺍ ﰲ ﺱﺎﺳﻷﺍ ﻲﻫ ﺓﺰﻴﻤﳌﺍ ﺔﻣﺪﳋﺍ ﺖﺤﺒﺻﺃ ﺚﻴﺣ ،ﻦﺋﺎﺑﺰﻟﺍ
ﻱﺬﻟﺍ ﺮﻣﻷﺍ ،ﺀﻼﻤﻌﻠﻟ ﺎﻬﻣﺪﻘﺗ ﱵﻟﺍ ﺔﻴﻓﺮﺼﳌﺍ ﺕﺎﻣﺪﳋﺍ ﺔﻓﺎﻛ ﰲ ﺎﺒﻳﺮﻘﺗ ﻙﻮﻨﺒﻟﺍ ﻊﻴﲨ ﺽﻭﺮﻋ ﻪﺑﺎﺸﺗ ﻞﻇ ﰲ ﺔﺻﺎﺧ ﻦﲟ ﺎﻘﻴﺛﻭ ﺎﻃﺎﺒﺗﺭﺍ ﺔﻄﺒﺗﺮﻣ ﺔﻴﻓﺮﺼﳌﺍ ﺔﻣﺪﳋﺎﻓ ،ﺔﻴﻓﺮﺼﳌﺍ ﺔﻣﺪﳋﺍ ﺀﺍﺩﺃ ﲑﻴﺴﺗ ﰲ ﺔﺜﻳﺪﺣ ﺐﻴﻟﺎﺳﺃ ﻰﻠﻋ ﺩﺎﻤﺘﻋﻻﺍ ﺐﻠﻄﺗ ﺔﻴﻜﻨﺒﻟﺍ ﺓﺭﺍﺩﻹﺍ ﻰﻠﻋ ﺐﺟﻮﺘﻳ ﻚﻟﺬﻟ ،ﺎﻬﺋﺍﺩﺄﺑ ﻢﺋﺎﻘﻟﺍ ﺓﺀﺎﻔﻛ ﻰﻠﻋ ﺓﲑﺒﻛ ﺔﺟﺭﺩ ﱃﺇ ﻒﻗﻮﺘﺗ ﺔﻣﺪﳋﺍ ﺓﺩﻮﺟﻭ ،ﺎﻬﻣﺪﻘﻳ ﻱﺭﺍﺩﻹﺍ ﻂﻤﻨﻟﺍ ﱃﺇ ﻱﺪﻴﻠﻘﺘﻟﺍ ﻱﺭﺍﺩﻹﺍ ﻂﻤﻨﻟﺍ ﻦﻣ ﻝﺎﻘﺘﻧﻻﺍ ﺎﻴﺟﻮﻟﻮﻨﻜﺗ ﻡﺍﺪﺨﺘﺳﺍ ﻰﻠﻋ ﺎﺳﺎﺳﺃ ﻢﺋﺎﻘﻟﺍ ﱐﻭﺮﺘﻜﻟﻻﺍ
ﺕﻻﺎﺼﺗﻻﺍﻭ ﺕﺎﻣﻮﻠﻌﳌﺍ .
ﺎﻬﻣﺪﻘﺗ ﱵﻟﺍ ﺕﺎﻣﺪﳋﺍ ﰲ ﺔﻴﻋﻮﻧ ﺔﻠﻘﻧ ﺙﺪﳛ ﺪﻗ ﺔﻳﺮﺋﺍﺰﳉﺍ ﻙﻮﻨﺒﻟﺍ ﰲ ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﻖﻴﺒﻄﺘﻓ .
ﻦﻣ ﻚﻟﺫﻭ
ﺔﻴﻧﻭﺮﺘﻜﻟﻻﺍ ﺓﺭﺍﺩﻹﺍ ﺮﺻﺎﻨﻋ ﻪﺑ ﻢﻫﺎﺴﺗ ﺎﻣ ﻝﻼﺧ ﰲ
ﺙﺍﺪﺣﺇ ﻝﻮﲢ
ﻱﺭﺬﺟ ﰲ
ﻁﺎﳕﺃ ﻞﻤﻌﻟﺍ ﰲﺮﺼﳌﺍ ﺑ
ﻝﻮﺤﺘﻟﺎ
ﱃﺇ ﻞﻤﻌﻟﺍ ﰲﺮﺼﳌﺍ ﱐﻭﺮﺘﻜﻟﻹﺍ
ﺓﺪﻤﺘﻌﻣ ﰲ
ﻚﻟﺫ ﻰﻠﻋ ﻭ ﺔﺜﻳﺪﳊﺍ ﺔﻴﺟﻮﻟﻮﻨﻜﺘﻟﺍ ﺐﻴﻟﺎﺳﻷﺍ ﺔﻜﺒﺷ
ﺖﻧﺮﺘﻧﻻﺍ ﱵﻟﺍ
