The role of digital transformation in the quality of banking services and operations provided to the customer: A Case study in the branches of the National Commercial Bank in the city of Al-Beyda

Abstract

     This study aimed to identify the role of digital transformation in the quality of banking services and operations provided to the customer in the branches of the National Commercial Bank in the city of Al-Beyda, the subject of the study, and to answer the main question (What is the role of digital transformation in the quality of banking services and operations provided to the customer in the branches of the bank under study? Where the descriptive and analytical approach and the statistical program (SPSS) were used for analysis and conclusion, and the size of the study community was determined at (1588) individuals, through the researcher's interview with officials in the office of the bank under study, and the study sample was determined to be (313) by estimates of the table (Morgn1971), and before that, the questionnaire was designed as a study tool, and therefore a number of ((313 forms were distributed to employees in the branches of the bank under study, so the returned responses were ((301 questionnaires valid for statistical analysis, and the validity and reliability of the questionnaire were tested, by adopting multiple regression analysis equations; to show the role of the independent variable in the dependent variable, and to test the hypotheses of the study, by classifying the five-point (Likert) system; to analyze the answer phrases The researchers, and the most important results were: the interest of the commercial bank under study; for digital transformation applications in achieving the quality of banking services and operations provided to the customer, then that commercial banks in Libya can achieve excellence in providing banking services and operations electronically, and achieve safety and information security when submitting electronically, and that they realize the importance of managing digital services and operations and their benefits, as they facilitate operations and services for the customer and client in commercial banks.