راس المال الفكري ودوره في تعزيز جودة الخدمة المصرفية: بحث استطلاعي لعينة من زبائن مصرف بغداد التجاري

الملخص EN

The main objective of this research to clarify the role and importance of intellectual capital in its three axes as an idea that can be applied in banking dealings and the extent to which banks depend on educated individuals in providing banking service in a way that achieves access to high quality and distinctive services, as the research relied on the descriptive analytical approach in studying aspects The different types of intellectual capital and the quality of banking service and testing the research hypothesis through the work of a questionnaire of 24 items and it was analyzed according to the statistical program (spss), as well as measuring the validity and reliability of the questionnaire through testing the degree of credibility with the Alpha Cronbach coefficient for the purpose of testing and measuring the degree of credibility (reliability) In the responses received from the questions of the questionnaire, as the research problem lies in explaining the role of intellectual capital in enhancing the quality of banking service, on the basis of which the alternative hypothesis was accepted.

The research concluded that there is an important and clear role for intellectual capital in reaching high-quality banking services.

The research also reached a number of recommendations, the most important of which is that employing individuals with skills and scientific capabilities in providing banking services contributes significantly to achieving bank services high quality