The Impact of Knowledge Management Pillars on Bank Service Quality An Analytical Study of the Opinions of a Sample of Employees in Private Banks in Al-Qadisiyah Governorate

Abstract

The banking environment has become a dynamic and competitive one due to globalization. Therefore, banks must focus on improving and providing innovative and diverse banking services to retain their customers and increase their revenues and market share. Service quality is a three-level concept, encompassing the quality of interaction, the quality of the physical environment, and the quality of results. The study sought to highlight the extent to which the dimensions of knowledge management (knowledge leadership, organizational structure, organizational learning, and technology) influence the combined dimensions of banking service quality (tangibility, reliability, responsiveness, assurance, and empathy), by analyzing the opinions of a sample of employees in private banks in Al-Qadisiyah Governorate. The importance of the study lies in shedding light on one of the contemporary management concepts, namely the pillars of knowledge management, and its vital role in improving service performance in banking institutions, especially in an Iraqi environment that requires continuous modernization and innovation in banking work methods. The study relied on a quantitative analytical approach, using a questionnaire as the primary tool for data collection. The study population represented all employees of private banks in Al-Qadisiyah Governorate. The sample was intentionally selected, with a population size of (292), a total of (195) questionnaires distributed, and a total of (170) questionnaires valid for statistical analysis. The response rate was (87%), using the Smart PLS program. Data analysis and hypothesis testing results show that the dimensions of the knowledge management pillars positively impact the quality of banking services. Therefore, the private banking sector in Al-Qadisiyah Governorate should focus on the dimensions of knowledge management pillars to enhance the quality of banking services provided to customers, with a focus on developing employees' cognitive skills and developing a knowledge management infrastructure to ensure continuous improvement in banking service quality.