IMPACT OF CURRICULUM STANDARDS SIX SIGMA IN IMPROVING THE QUALITY OF BANKING SERVICE: AN APPLIED STUDY OF A SAMPLE OF ISLAMIC BANKS IN IRAQ

Abstract

Hayder Ali Kadhim Alfatlawi* and Wasan Khifah Abdulridha Alsaedi

The research aimed to demonstrate the effect of using curriculum standards Six Sigma The dimensions combined (senior Leadership support, Feedback And measurement, continuous Improvement, Processes And systems, Human Resources) to improve quality service banking in Islamic banks in Iraq. To achieve the objectives of the study, a questionnaire was designed through Google Forms consisting of (48) items to collect primary data from the random study sample. The respondents were (39) individuals working in Iraqi Islamic banks. In light of this, data was collected and analyzed, and hypotheses were tested using the Statistical Package for Social Sciences (SPSS) program. V.23 and many statistical methods to achieve the objectives of the study and reach its results, including multiple linear regression analysis. The study reached several results, the most important of which is that there is a statistically significant impact of the standards of the Six Sigma approach with its combined dimensions in improving the quality of banking services in Iraqi Islamic banks at a significant level of 0.05. There is a direct, statistically significant correlation between the standards of the Six Sigma approach with its combined dimensions and the quality of banking service The level of significance is 0.05, and in light of the results of the study, the researcher recommended several recommendations, the most important of which are encouraging banks to use financial analysis as a control method to quickly detect errors and deviations, developing and strengthening security procedures to protect customer naccounts and personal information by providing additional verification techniques such as identification. Face and fingerprint to increase security, work on training and developing employees through workshops to ensure that they are familiar with all naspects of advanced banking services and encourage them to provide distinguished and exceptional customer service that meets their needs and requirements.