Publication Details
Abstract
The study examines the impact of artificial intelligence (AI) on the quality of online banking services, with a specific attention to the Trade Bank of Iraq. As AI technologies evolve, their integration into Bankverk has made significant changes to service distribution, which improves customer satisfaction. Research adopts a field study approach, using examination and interviews with both bank employees and customers to assess that AI-operated system-like chatbot, automated fraud detection and forecast analysis affect the experienced quality of online banking services. Conclusions indicate a positive correlation between the implementation of AI and dimensions for service quality, including accountability, reliability and user experience. In addition, AI emphasizes the importance of investments in infrastructure and training to maximize the study benefits. The results provide practical insight into the decision, which aims to use AI to improve banking services in Iraq and similar development economies.