Modernizing Electronic Payment Systems and Their Role In Improving Banking services A survey of the opinions of a sample of Rafidain Bank customers in Mosul

January 2026 , Pages 282-302

Authors

L. Shaima Nazem Hamdoon Hamdoon 1 ; Asst.Prof.Dr. Monther Khuder Yaqub Yaqub 1

1 University of Mosul – College of Administration and Economics – Department of Marketing Management

DOI logo 10.17656/12038

Keywords

Abstract

This research aims to demonstrate the role of modernizing electronic payment systems in its various dimensions (customer awareness, accessibility, financial inclusion, potential risks, credibility, and speed of performance) in improving banking services in their dimensions (reliability, tangibility, responsiveness, empathy, and security). It is clear that keeping pace with technological advancements in electronic payment systems effectively contributes to meeting the demands of the financial market and bank customers. This, in turn, enhances the range of banking and financial services by saving time and effort and increasing delivery speed—all competitive advantages that strengthen the bank's position and increase its market share. The research employed a descriptive-analytical approach and formulated a hypothetical framework based on key hypotheses, the most important of which are: a statistically significant correlation exists between modernizing electronic payment systems and improving banking services; and modernizing electronic payment systems has a statistically significant impact on improving banking services. A random sample of 180 customers of Al-Rafidain Bank/University of Mosul branch was selected through the distribution of a questionnaire. The research utilized appropriate statistical tools through SPSS version 28 to calculate simple and multiple correlation coefficients and simple and multiple regression coefficients to arrive at the desired results. The research reached several conclusions, the most important of which was that updating electronic payment systems and keeping pace with developments in financial markets would attract new customers, as well as gain the loyalty of existing customers and retain them. Based on these conclusions, several recommendations were made, the most important of which was the necessity for the bank under study to update its electronic payment systems and increase its distribution channels to provide a range of banking and financial services to customers in record time.

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  • First online10 January 2026
  • Published at10 January 2026

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