The Impact of Using Intelligent Chatbots as a Fintech Application on Customer Service Quality in Iraqi Banks: An Analytical Study

Abstract

 This study aims to examine the impact of utilizing intelligent chatbots on customer service quality within the Iraqi banking sector, with a practical application focused on users of the "Zain Cash" application. The research adopts a descriptive-analytical methodology, employing a structured questionnaire to collect data from a random sample of 147 respondents.

The study investigates several dimensions of the independent variable, including response speed, information accuracy, process automation, human-like interaction, cybersecurity, and regulatory compliance. There are many methods to measure the quality of customer service, such as satisfaction, trust, accessibility, customization, financial inclusion, and quick response.

  The researchers demonstrate the statistical analysis to explore the relationship between Chabot features and service quality was not the same in terms of strength and importance.   the accuracy of the information offered and the level of cybersecurity are the two most essential things that made customers happier and made more people able to use financial services were.   Instead, the element that mimics human interaction was found to be weaker. This suggests that to better meet users' needs, the way it mimics natural communication needs to be enhanced.

  Consequently, the researchers suggest a number of helpful suggestions for Iraqi banks.   to use digital financial services, these ideas highlight how vital it is to develop Chabot technology better. So that they operate better, help customers better, and make it easier for more individuals in the country.