The Role of Artificial Intelligence in Improving Banking Service Quality: An Analytical Study

Abstract

This research aims to determine the impact of the dimensions of artificial intelligence (AI) in improving the service quality  (SQ) provided in a sample of Iraqi banks in the public and private sectors and to indicate which sectors are more influential in improving the quality of their services provided to their customers for a random sample of employees and customers, as the banking sector faces major challenges in light of the technical changes in the business environment today, represented by the increased demand for services provided and their rapid development for different age groups of customers, and the security necessity of adopting modern technologies to hack bank accounts, by adopting the descriptive analytical approach to a questionnaire distributed to 87 individuals from the employees of the banks surveyed.  One of the most important results of the research was that artificial intelligence contributes to improving banking service quality.