The Role of Financial Technology in Achieving Customer Satisfaction: A Field Study in a Sample of Iraqi Banks

Abstract

The study aims to determine the level of influence of the independent variable financial technology in its dimensions (payment technology, financial control technology, financing and lending technology, investment technology) on the dependent variable customer satisfaction; achieving customer satisfaction. Seven government banks were selected for the study, namely (Al-Rafidain Bank, Al-Rasheed Bank, International Development Bank, Ashur International Bank, Khaleej Commercial Bank, Al-Mansour Investment Bank, Union Bank of Iraq). In addition, a sample of 147 officials and employees in the relevant departments were selected. The study adopted the analytical descriptive approach through the questionnaire as a main tool in data and information collection and analysis. The researchers used a number of statistical methods (average, simple linear regression, standard deviation, coefficient of variation, Spearman correlation coefficient, simple linear regression) through the SPSS statistical program. The results of data analysis proved a significant effect of financial technology with its dimensions (payment technology, finance and lending technology, financial control technology, investment technology) on the satisfaction of customers, indicating a positive impact of financial technology in increasing customer satisfaction.