أثر بيئة الرقابة على جودة الخدمة المصرفية : بحث تطبيقي على عينة من المصارف العراقية الخاصة

الملخص EN

In light of the rapid changes and the difficulties of the competition unit facing the Iraqi banks, banks have had to focus on an important aspect of the administrative work, which is the internal control and the role it plays in improving the quality of banking service, which emerged as a competitive weapon to distinguish the services provided by banks to each other in an effort to increase the market share of the concerned bank, its growth, continuity, and increased profits.

The research begins with a problem that focuses on a number of questions: Is there an impact between control environment and quality of banking service? What is the impact between control environment and quality of banking service? The aim of the research is to determine the impact of internal control on the quality of banking services in Iraqi banks, to indicate the procedures that can be followed in order to increase the quality of banking service, and to indicate the competitive advantages that can be achieved when applying internal control and achieving quality of banking service.

The research examined the impact of variable explanatory control environment on the quality of variable responsive banking service and its five sub-dimensions (tangibles, responsiveness, courtesy, security, and reliability).

In order to achieve the objectives of the research, the researcher prepared two questionnaires, which were distributed to a random sample of 120 customers and 120 employees in a sample of Iraqi private banks.

In order to obtain the results, a number of statistical methods were used, , Using the Statistical Package for the Social Sciences (SPSS).

The research reached a number of conclusions, and The research also came out with a number of recommendations.