​The impact of business intelligence systems on achieving banking service quality ​A Case Study in Cooperative and Agricultural Credit Bank (CAC Bank)

Abstract

The study aimed to measure the impact of business intelligence systems in achieving banking service quality in the Cooperative and Agricultural Credit Bank and to identify the level of interest in business intelligence systems in its dimensions (data mining, data warehouse, data analytical processing, information display techniques) in the Cooperative and Agricultural Credit Bank, as well as to identify the level of banking service quality in its dimensions (tangibility, responsiveness, reliability, empathy, security) in the Cooperative and Agricultural Credit Bank. The study followed the descriptive analytical approach, and data were collected using a questionnaire tool. As for the study community, the current study community consists of all employees of the Cooperative and Agricultural Credit Bank (CAC Bank), numbering (570) individuals. A stratified random sample of (230) individuals was selected, and (206) valid questionnaires were retrieved for analysis, After analyzing the data using appropriate statistical methods.
​The study reached many conclusions, the most important of which are: The level of use of business intelligence systems technologies in the Cooperative and Agricultural Credit Bank was high, in all its dimensions (data mining, data warehouse, data analytical processing, information display techniques), and the level of banking service quality was high in all its dimensions (reliability, empathy, security, tangibility, responsiveness) in the Cooperative and Agricultural Credit Bank. The study also showed a statistically significant effect of business intelligence systems in achieving banking service quality. The effect of business intelligence systems dimensions in achieving banking service quality was varied, as the information display techniques dimension had the highest impact on banking service quality, followed by the data analytical processing dimension, then the data warehouse dimension, and finally the data mining dimension had the least impact on banking service quality.