Banking merger and its impact on improving the quality of banking services :An exploratory study of the opinions of a sample of customers of the merged Al Rasheed Bank branches in Basra Governorate

Abstract

 This study aims to identify the banking integration and its impact on the quality of banking services in the branches of Al Rasheed Bank merged in Basra governorate through the dimensions of the quality of banking services.

 The researcher has adopted the descriptive analytical method, using the questionnaire form as a tool to collect the study data. The study community has selected from all employees of Rasheed bank branches integrated in Basra governorate, and a random sample of (80) employees was selected. From (80) questionaries (60) forms are valid for analysis, i.e. (75% ) of the study sample . 

The study data has been analyzed and its hypotheses have been tested by applying some descriptive and inferential statistical analysis tools most appropriate to the nature of those data, using the statistical package program for Social Sciences, known for short (SPSS) . Aafter conducting appropriate statistical analyses of the data, it was found that there is a statistically significant effect at the level of ( 0.05≥α ) for banking integration in the quality of banking services in the branches of Rasheed Bank merged in Basra governorate . The study has recommended increasing attention to the quality of banking services by improving the quality dimensions of (concreteness ,reliability ,responsiveness ,security ,empathy ) ,and the need to pay more attention to banking integration as it significantly affects the improvement of the quality of banking services , as well as the need to conduct training courses for employees to identify the latest developments in the administrative and organizational field in order to perform business efficiently for a positive reflection on the quality of banking services .