The Role of Information Technology in Improving the Quality of Banking Services at the Al-Jumhouria Bank – Madinah Branch, Sabratha

Digital Banking

The Role of Information Technology in Improving the Quality of Banking Services at the Branches of Al-Jumhouria Bank in the City of Sabratha. The study aims to analyze the role of information technology in improving the quality of banking services provided at the branches of Al-Jumhouria Bank in the city of Sabratha, with a focus on the impact of technology on customer satisfaction and operational efficiency. The study relied on the descriptive-analytical approach, where data was collected through a questionnaire distributed to 40 employees and 40 customers from the branches of Al-Jumhouria Bank in Sabratha. The statistical program (SPSS) was used to analyze the data and test the hypotheses. The results showed an increase in the level of information technology usage in the bank, including hardware, software, communication networks, and human resources. Additionally, an increase in the level of banking service quality was recorded, particularly in the dimensions of tangibility, reliability, responsiveness, and trustworthiness. The results also revealed a statistically significant positive relationship between information technology and the quality of banking services, where 98.4% of the change in service quality is attributed to changes in the dimensions of information technology. The study confirms that information technology plays a pivotal role in improving the quality of banking services, enhancing operational efficiency and customer satisfaction. The results also showed that human resources and hardware are the most influential factors in improving quality.

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