The Impact of Intellectual Capital on Banking Service Quality: A Field Study on the Commercial Bank - Zawiya Branch
Authors
Mr. Muhammad Abdulsalam Kresh
Abstract
The study aimed to identify the status of intellectual capital and the standard levels of banking service quality at the Commercial Bank - Zawiya Branch, analyzing the impact of intellectual capital dimensions on service quality. Utilizing a descriptive methodology, data was collected via a comprehensive census survey distributed to all 20 employees. Findings revealed the implementation of intellectual capital dimensions (human, structural, and customer capital), along with a statistically significant positive impact of these dimensions on enhancing banking service quality within the targeted bank branch.
Keywords
(Intellectual Capital, Human Capital, Structural Capital, Customer Capital, Banking Service Quality)
How to cite
Mr. Muhammad Abdulsalam Kresh (2023). The Impact of Intellectual Capital on Banking Service Quality: A Field Study on the Commercial Bank - Zawiya Branch. Al-Afaq Scientific Journal, Volume 4, Issue 10.