Smart Cards Reshape Iraqi Banking Service Quality
Keywords:
Smart Cards, Perceived Service QualityAbstract
This research investigates the impact of smart card banking services on perceived service quality in Iraqi commercial banks, aiming to assess the level of adoption and its correlation with customer satisfaction. Key findings reveal shortcomings in ATM and POS infrastructure alongside deficiencies in technical and marketing aspects, urging a focus on service enhancement. Results indicate a positive relationship between smart card services and perceived quality, suggesting improvements in smart card offerings can positively influence customer perception. Recommendations include expanding ATM and POS networks, investing in technical expertise, and prioritizing market research for service innovation. Additionally, enhancing communication infrastructure and regulatory collaboration are crucial for overcoming existing challenges. These findings underscore the importance of adapting banking services to meet customer expectations effectively and highlight avenues for future research to explore long-term impacts and optimization strategies.
References
M. N. Ismail, A. H. Alwan, and T. Aziz, "The smart card and its impact on reducing some banking risks - an exploratory study of a sample of customers of Al-Rafidain Bank - Al-Khadra Branch," *J. Baghdad Univ. Coll. Econ. Sci., Inst. Manag. - Al-Rusafa,* vol. 37, 2013.
S. A. Al-Bahi, "The Impact of the Quality of Electronic Banking Services on Customer Satisfaction - A Field Study on the Jordan Islamic Bank in Amman - Jordan," Master’s Thesis, Middle East Univ., Jordan, 2016.
A. F. Radwan, "Marketing and Advertising Communication for Profitable Commercial Services," 1st ed., Dar Al-Kitab Univ. for Publ. and Distribution, Al-Ain, United Arab Emirates, 2013.
H. Majdoub, "Fulfillment by Magnetic Card," *J. Jurisprudence Law, Univ. Center - Naama,* Algeria, vol. 22, 2014.
A. J. Musa, "What’s New in Banking Business from the Legal and Economic Viewpoints," in *Proc. Annu. Sci. Conf. - Fac. Law, Beirut Arab Univ., Part One, “What’s New in Banking Technologies,”* 1st ed., Al-Halabi Law Publ., Lebanon, 2007.
A. Safar, "Electronic Banking in Arab Countries," Modern Book Foundation, Tripoli, Lebanon, 2006.
N. M. H. Al-Shafi’i, "The Pioneering Role of Strategic Leadership in Achieving the Requirements of Management Excellence in Banking Service - Applied Research on a Sample of Government and Private Bank Managers," Master’s Thesis, Univ. Baghdad, Iraq, 2011.
A. B. Hegazy, "E-government between reality and ambition, a fundamental study regarding organization and construction - goals - obstacles - solutions," 1st ed., Dar Al-Fikr Al-Jami’i, Alexandria, 2008.
S. R. Al-Shammari, "Real Bank Management and Practical Applications," 2nd ed., Safaa Publ. and Distribution House, Amman, Jordan, 2015.
B. Al-Ansari, "Bank Operations," 1st ed., Natl. Center for Legal Publ., Cairo, 2017.
S. Al-Qalyoubi, "What’s New in Banking Business from Legal and Economic Points," in *Proc. Annu. Sci. Conf. - Fac. Law, Beirut Arab Univ., Part One, “What’s New in Banking Technologies,”* 1st ed., Al-Halabi Legal Publ., Lebanon, 2007.
A. A. A. H. Al-Ayyash, "The Possibility of Using Electronic Money in Developing Banking Services to Achieve a Competitive Advantage," Master’s Thesis, Univ. Kufa, Iraq, 2017.
N. A. Shafi, "Banks and Electronic Money," 1st ed., Modern Book Foundation, Tripoli, Lebanon, 2007.
M. I. Obaidat, "Basics of Pricing in Contemporary Marketing - A Behavioral Approach," 1st ed., Dar Al Masirah for Publ., Distribution and Printing, Amman, Jordan, 2004.
S. A. Al-Saleh and K. M. Al-Sarimi, "Total Quality: Its Origins, Development, and Methods," 1st ed., Dar Al-Fikr Publ. and Distributors, Amman, Jordan, 2015.
A. A. Asgari, H. Sulaiman, and R. Z. Asgarpour, "A Review on Customer Perceived Value and its Main Components with a Tourism and Hospitality Approach," *J. Adv. Rev. Sci. Res.,* vol. 9, no. 1, 2015.
S. S. Majeed and M. A. Al-Zayadat, "Total Quality Management Applications in Industry and Education," 2nd ed., Safaa Publ. and Distribution House, Amman, Jordan, 2015.
S. Baskar and M. P. Ramesh, "Growth, Finance and Regulation-Linkage Between Online Banking Service Quality and Customers," *Perspect. Innov. Econ. Business,* India, vol. 6, no. 3, 2010.
C.-H. Ko, "Exploring the Relationship between Perceived Value and Intention to Purchase in Hotel Restaurants," *Open Access Lib. J.,* Chunghua, Taiwan, vol. 6, 2019.
S. A. Al-Khalidi, "The Role of Service Quality Dimensions and Organizational Learning Capabilities in Developing a Culture of Excellence - A Field Study in Industrial Companies Listed on the Kuwait Stock Exchange," Master’s Thesis, Middle East Univ., Jordan, 2012.
B. Bavarsad, Z. Azizi, and M. Saghaeian, "Testing the Relationship between Service Quality, Overall e-Banking Service Quality and Customer Satisfaction," in *Proc. 9th Int. Conf. e-Commerce focus on e-Business,* Isfahan, Iran, 2015.
T. Proctor and A. O'Cass, "Strategic Marketing an Introduction," Taylor & Francis e-Library, 2002.
B. M. S. Al-Khatib, "The role of electronic banking in achieving competitive advantage - a field study of banks operating in Syria," doctoral thesis, Univ. Damascus, Syria, 2014.
J. Carlson and A. O'Cass, "Exploring the relationships between eserviceequality, satisfaction, attitudes and behaviours in content-driven eservice web sites," *J. Services Marketing,* vol. 24, no. 2, 2010.
E. A. Abu Alfa, "Marketing (Concepts-Strategies) Theory and Application, Basic First Part," Horus International Publ. and Distribution Foundation, Alexandria, Egypt, 2002.
Board of Directors, "Annual Report and Final Accounts of Al Khaleej Commercial Bank for the Financial Year Ending on 12/31/2019," Al Khaleej Commercial Bank, 2019.
Board of Directors, "Annual Report and Final Accounts of the Iraqi Middle East Investment Bank for the Financial Year Ending on 12/31/2018," Iraqi Middle East Investment Bank, 2018.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Sara Abbas Ali
This work is licensed under a Creative Commons Attribution 4.0 International License.
