The Impact of Management Information Technology on the Quality of Banking Services: An Analytical Study of Commercial Banks Operating in Babylon Governorate using SPSS Software

Abstract

This research paper investigates the profound impact of Management Information Technology (MIT) on the quality of banking services within the unique economic landscape of Babylon Governorate, Iraq. Against a backdrop of increasing global competition and a national push towards digitalization, Iraqi commercial banks are at a critical juncture where technological adoption is no longer a luxury but a necessity for survival and growth. This study employs a quantitative, deductive approach to empirically test the relationship between the level of MIT implementation and the perceived quality of banking services as measured by the SERVQUAL model dimensions (Tangibility, Reliability, Responsiveness, Assurance, and Empathy). Data was collected through a structured questionnaire distributed to a sample of 350 customers of major commercial banks in Babylon Governorate. The collected data was meticulously analyzed using SPSS software (version 26), employing descriptive statistics, correlation analysis, and multiple regression analysis to test the formulated hypotheses. The findings reveal a strong, positive, and statistically significant correlation between MIT and all dimensions of service quality. The regression analysis confirms that approximately 58.2% of the variance in overall banking service quality can be explained by the level of MIT adoption. The results provide empirical evidence that investments in modern information systems, such as online banking platforms, ATMs, and customer relationship management (CRM) software, directly enhance customer perceptions of service efficiency, reliability, and security. The paper concludes by offering strategic recommendations for bank managers to optimize their IT investments and for policymakers to foster a more robust digital infrastructure, ultimately aiming to elevate the banking sector in Babylon Governorate to meet contemporary standards and enhance customer satisfaction.