Information Technology and Its Role in Enhancing the Quality of Banking Services

An Analytical Study on Selected Iraqi Banks in Babylon

Abstract

The aim of this research is to measure the impact of information technology on the quality of banking services. The research problem is centred around assessing how information technology contributes to the development of banking service quality. A questionnaire was used as the primary tool for data collection, with 100 forms distributed among a sample of customers and employees from banks operating in Babylon Governorate. The collected data was analyzed using the statistical software (SPSS).

The study reached a set of conclusions indicating that various dimensions of information technology—namely human resource skills, databases, communication networks, and software—significantly influence the enhancement and development of banking service quality. The study recommends that banks should place greater emphasis on continuously developing their information technology capabilities due to its vital role in improving banking services.

This research is of particular relevance to bank management and decision-makers, as it highlights the importance of information technology and its role in strengthening banking services, ultimately contributing to increased customer loyalty.