The effect of the dimensions of banking service quality on the profitability of the bank (a case study in a sample of Iraqi Islamic banks

Abstract

The two researchers aimed to identify the impact of the dimensions of banking service quality represented by (dependency, responsiveness, empathy, safety, and tangibility) on the profitability of Islamic banks, expressed as (return on assets index (ROA) and return on equity (ROE)). The research answered several questions, including: Is there an effect of the dimensions of banking service quality on profitability? To identify the nature of the relationship between the variables, the research adopted a set of hypotheses, including (there is a significant statistically significant effect of the dimensions of banking service quality on profitability). A sample of Islamic banks to obtain the necessary information through the annual reports of the banks, the research sample for the period (2010-2019) and a questionnaire form distributed to a sample consisting of two banks, and the number of members of the sample amounted to (164) clients. The research adopted a set of standards, methods, and statistical tools to reach the results related to the research objectives, using the statistical program (SPSSv24) and the program (EXCEL2016) in preparation for testing the research hypotheses.

The research reached a set of conclusions, the most important of which was that the dimensions of banking service quality do not significantly affect profitability according to the return on assets (ROA) and return on equity (ROE) indicator. In conclusion, the research reached a set of recommendations, the most prominent of which was (Islamic banks, the research sample, should work to provide modern, advanced, and integrated banking services by increasing investment spending in the field of information technology, which is used to provide services to customers in a manner that suits the requirements of the times as the most important tools that banks are keen on Its acquisition to withstand in the face of competition and to reach the expectations of its customers, which ensures the continuity of their dealings with the bank and thus enhance its competitive position and gain a new market share and thus higher levels of profitability).