Abstract

This study seeks to showcase the effect of critical success factors and their respective dimensions, namely (support of senior management, communication, training and learning, change management, and reputation of the organization), on the quality of banking service and its dimensions, including (reliability, trust, speed of response, and tangible aspects). The primary instrument employed by the researchers for data collection was a questionnaire. Data, the present study endeavours to examine the perceptions of a select group of individuals, namely (managers, heads of department, and divisional officials), in a sample of surveyed banks. The sample size consists of 80 respondents, and the study aims to analyses their responses to the variables and sub-dimensions of the research, as well as test the study's hypotheses through the application of descriptive and inferential statistical methods. Additionally, the study employs personal interviews Statistical software, namely (16. SPSS V.25 and Excel V), was utilized for data analysis. The primary instrument employed for data collection in this study was a questionnaire. The objective was to obtain relevant data and information to facilitate the attainment of the study's outcomes. The researcher aimed to evaluate two primary hypotheses to ascertain the correlation and influence between the two principal research variables. The researcher suggests that the involvement of individuals possessing expertise and familiarity within the banking industry is imperative in devising a strategy that focuses on enhancing the awareness of employees regarding the significance of documented information. This approach is deemed necessary to ensure optimal utilisation of the information.