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

Abstract
The ultimate purpose of research is to analyze the mediating \r\nrole of banking technology applications (BTA) in the relationship \r\nbetween intellectual capital (IC) components such as human сaрital \r\n)HC), ѕtruсtural сaрital )SC), customer capital )CC) and bank \r\nservice quality (BSQ) dimensions: empirical evidence from \r\ncommercial banks in Erbil city. The survey questionnaire was used \r\nas the primary data collection instrument; by partial least squares–\r\nstructural equation modeling (PLS-SEM), we analyzed the \r\nempirical data. The statistical testing results showed a positive \r\nrelationship between IC and BTA. Besides, IC positively and \r\nsignificantly impacted BSQ. The analysis also showed that BTA\r\nsignificantly enhances BSQ. The research also showed that BTA\r\nmediated the impact of IC on service reliability, service tangibility, \r\nbanks‘ ability to inspire trust and confidence in the clients. Finally, \r\nthe results revealed that BTA mediated IC impact on empathy and \r\nresponsiveness to clients‘ needs and more willingness to help the \r\nclients. This research contributes to the literature by demonstrating \r\nthat modern BTA enhances the practices of IC components by \r\nmediating the impact of IC assets in providing high-quality bank \r\nservice to clients.

Author
Idrees Sadeq Kanabi, Zaid Saad Ismail, Muhammed Khazal Rashad

DOI
http://doi.org/10.31918/twejer.2142.29

Publisher
TWEJER JOURNAL

ISSN
2617-0752

Publish Date:

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