The Impact of Business Process Reengineering on the Quality of Banking Service: An Analytical Study in Public Commercial Banks in Iraq

Abstract

The current research aims to test the impact of business process reengineering on the quality of banking services in public commercial banks owned by the state in Iraq. It also aims to identify the level of interest of AL- Rafidain Bank, Rashid Bank, and Trade Bank of Iraq in the research variables, in an attempt to provide a set of recommendations to contribute to improving managerial practices. The research adopted a descriptive-analytical approach in completing its chapters and sections. The study was conducted in public commercial banks in Iraq, which constituted the research population. The purposive stratified sample consisted of 170 respondents from the leadership positions of the three banks (branch managers, department managers, assistant general managers, and general managers). They were given the research instrument "questionnaire," of which 150 were valid. The questionnaire was supplemented with interviews and additional data. The researchers analyze the preliminary data, relying on descriptive and analytical statistical methods. The statistical tests included normality tests, exploratory factor analysis, confirmatory factor analysis, validity and reliability tests, mean, coefficient of variation, standard deviation, simple linear regression, and multiple regression to test the hypotheses representing the main research questions. The research findings showed a statistically significant impact of business process reengineering on the quality of banking services.

Paper type: Research paper.