Financial Technology and Its Impact on Achieving Banking Service Quality (An Analytical Study of the Opinions of a Sample of Employees at the National Bank of Iraq)

Abstract

The aim of this study is to examine the impact of financial technology on the quality of banking services. Innovative digital developments have brought about a qualitative transformation in the banking sector by improving transaction speed, increasing the accuracy of financial operations, and enhancing customer experience through customized banking solutions. The study adopted a quantitative approach, using a questionnaire to collect data from 65 employees at the Iraqi National Bank, covering various departments to ensure a comprehensive understanding of banking operations. The data were analyzed using Smart PLS v.4 and SPSS v.26.The results reveal that financial technology has significantly contributed to improving workflow efficiency, reducing errors, and enhancing customer trust. In addition, digital platforms have enabled the expansion of services to reach customers in remote areas. Despite these substantial benefits, the study identified several challenges, including the need for continuous employee training and the strengthening of cybersecurity measures to address digital risks. Accordingly, the study recommends sustained investment in technology and continuous development to ensure the sustainability and improvement of banking service quality in the digital era.