The Role of Financial Digitization in Enhancing the Quality of Banking Services - A Comparative Study

Abstract

The research seeks to demonstrate the extent of the impact of financial digitization in supporting and enhancing the quality of banking services by working to develop training programs to enhance digital skills among employees, as the research community represented the Iraqi banking sector, while the research sample was represented by the Trade Bank of Iraq. The research also used the descriptive approach method, as (70) questionnaires were distributed among the bank's employees and customers, as the research aimed to make a comparison between the opinions of employees working in the bank and its customers regarding the services provided by the bank, and the time period was represented by the year 2024. The statistical program (SPSS) was used to test the relationship between the research variables, and one of the most important conclusions reached by the research is the existence of a strong relationship of influence and association between financial digitization and the quality of banking services. Therefore, the research recommended the need to intensify work with technological and digital techniques in providing banking services that would contribute to enhancing the bank's competitive advantage and maximizing its profits.