The Impact of Banking Service Quality on Financial Inclusion A Field Study on Commercial Banks in The City of Baghdad
Abstract
This study aimed to identify the impact of the quality of banking services on financial inclusion through a sample of administrative employees. For this purpose, the questionnaire was used to collect data that will be used to achieve the study objectives, utilizing a randomly selected sample of 242 participants. The descriptive analytical method was applied, and data analysis was conducted using (SPSS). Statistical techniques employed included the arithmetic mean, standard deviation, Pearson correlation, Cronbach's alpha for reliability assessment, and regression analysis.
The study included a basic hypothesis to determine the impact of the quality of banking services on financial inclusion.
The study concluded that there is a significant, statistically significant impact of the quality of banking services on the financial inclusion of the banks that were studied. It also showed that there is a significant, statistically significant impact of the dimensions of the quality of banking services, represented by tangibility, reliability, responsiveness, security, and empathy, on financial inclusion.
This study concluded with a set of recommendations: Among the most important of them is employing distinguished expertise that can be relied upon to provide high-quality services to bank customers, ensuring that services are provided promptly and quickly to commercial bank customers and meeting their needs, and the necessity of providing assistance to commercial bank customers.
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Published
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2026-07-09
