The Mediating Role of Trust in the Relationship Between Banking Service Quality and the Intention to Use Banking Services: An Analytical Study of Selected Private Banks in Baghdad

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Published: Jun 30, 2025

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Keywords:
Banking service quality, Use of banking services in Iraqi private banks, Dependability, responsiveness, tangibility, trust.,
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DOI:10.25130/tjaes.22.74.1.32
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DOI: 10.25130/tjaes.22.74.1.32
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DOI:10.25130/tjaes.22.74.1.32

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Estabraq Mahmood Jarallah
General Directorate of Finanpial Affairs/Ministry of education
estabraq.alansari2020@gmail.com

DOI:https://doi.org/10.25130/tjaes.22.74.1.32

Abstract

This research aims to study the mediating role of trust in the relationship between the quality of banking services and the intention to use banking services. This was achieved by analyzing the opinions of customers of several private banks in Baghdad. (140) questionnaires were distributed, and (127) responses were received that were valid for statistical analysis, reflecting a high response rate that supports the reliability of the results. The research relied on descriptive tools (arithmetic means, standard deviations, and coefficients of variation) to describe the data, in addition to hypothesis testing to verify the direct and indirect relationships between the variables. The results showed that the quality of banking services positively affects the intention to use banking services, and that trust is an important mediating variable that strengthens this relationship. It was found that enhancing customer trust in banks increases the likelihood of their continued use of their services. Therefore, it is recommended that private banks in Baghdad work to enhance customer trust by improving the quality of services provided and adopting transparent and clear policies in dealing with customers, which will contribute to raising their satisfaction levels and increasing their intention to use banking services in the future.

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How to Cite
Estabraq Mahmood Jarallah. (2025). The Mediating Role of Trust in the Relationship Between Banking Service Quality and the Intention to Use Banking Services: An Analytical Study of Selected Private Banks in Baghdad. Tikrit Journal of Administrative and Economic Sciences, 22(74 part 1), 656–676. https://doi.org/10.25130/tjaes.22.74.1.32
Issue
Vol. 22 No. 74 part 1 (2026): vol.22, no 74 part 1 year 2026
Section
Articles

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