The Availability of Information Technology Characteristics and its Impact on the Banking Services Quality: An Empirical Study of the Banks in the city of Judah/KSA

Abstract

The study aimed to identify the information technology characteristics availability, and its impact on services banking quality. A questionnaire was developed for the purpose of collecting the data, and distributed to a sample of banking employees in the city of Judah, which consisted of (418) element, the total number of valid questionnaires retrieved and analyzed was (336). The rate of response was (80.4%). Frequencies was used to describe the sample characteristics, multiple regression analysis was used to test the suggested model validity, as well as stepwise regression analysis to test the entry of independent variables in the equation to predict dependent variable. Findings indicate a High level perception of information technology characteristics, dimensions of banking services quality, also, the study indicates that there a Significant impact of the information technology characteristics dimension on the quality of banking services, as it explains (48.7%) of the variance in the banking services quality. The study recommended the surveyed banks to promote and pay much attention to the characteristics of information technology, because of their impact in improving performance, increase the employee satisfaction, and improve the banking services quality.