The Mediating Role of Banking Technology Applications in the Relationship between Intellectual Capital and Bank Service Quality Dimensions: Empirical Evidence from Commercial Banks in Erbil City

The Mediating Role of Banking Technology Applications in the Relationship between Intellectual Capital and Bank Service Quality Dimensions: Empirical Evidence  from Commercial Banks in Erbil City
 Dler Ibrahim Faqo1, Idrees Sadeq Kanabi2, Hussein Ahmad Mustafa3, Zaid Saad Ismail2, Muhammed Khazal Rashad2
Department of general and operations management, Samara National Research University, Samara Russia1,
Department of administration, college of administration and financial science, University of Knowledge, Erbil2,
College of administration and economics, Salahaddin University-Erbil3;


The ultimate purpose of research is to analyze the mediating role of banking technology applications (BTA) in the relationship between intellectual capital (IC) components such as human сaрital (HC), ѕtruсtural сaрital (SC), customer capital (CC) and bank service quality (BSQ) dimensions: empirical evidence from commercial banks in Erbil city. The survey questionnaire was used as the primary data collection instrument; by partial least squares–structural equation modeling (PLS-SEM), we analyzed the empirical data. The statistical testing results showed a positive relationship between IC and BTA. Besides, IC positively and significantly impacted BSQ. The analysis also showed that BTA significantly enhances BSQ. The research also showed that BTA mediated the impact of IC on service reliability, service tangibility, banks’ ability to inspire trust and confidence in the clients. Finally, the results revealed that BTA mediated IC impact on empathy and responsiveness to clients’ needs and more willingness to help the clients. This research contributes to the literature by demonstrating that modern BTA enhances the practices of IC components by mediating the impact of IC assets in providing high-quality bank service to clients.

Kеywоrdѕ: Technology Applications, Intеllесtual Сaрital, Human Сaрital, Ѕtruсtural Сaрital, Сuѕtоmеr Сaрital, Ѕеrviсе Quality, and Соmmеrсial Bankѕ.


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