The Role of Banking Service Quality in Improving Financial Performance in a Sample of Iraqi Banks

Abstract

This study aims to demonstrate the importance of the quality of services in the selected banks according to their dimensions in their financial performance. In this study, we relied on a questionnaire to demonstrate this effect, where 133 questionnaires were distributed and by relying on the SERVQUAL model with its five dimensions (tangibility, reliability, responsiveness, guarantee and empathy). The study found a very close relationship between the quality of banking service and the level of financial performance of the sample banks. The research, which means the validity of the hypothesis, while the study recommended the necessity of working on developing the tangible physical aspects of expanding the modernization of banking devices and programs and developing them continuously, in addition to providing appropriate waiting places for customers during the review of expenses to complete their work, as well as paying attention to the necessity of rapid response and meeting customers’ requirements by raising the level of Services provided and providing appropriate guidance to customers as well as providing banking staff providing banking services with direct contact with customers.