The role of financial inclusion in enhancing banking performance: An analytical study at Rafidain bank

Abstract

The current research aims to elucidate the nature of financial inclusion in terms of its concept and importance, as well as to understand the concept of banking performance and dimensions. The research was conducted at Rafidain Bank in Iraq, and to prove the research hypotheses, a questionnaire was designed with two axes: the unidimensional financial inclusion axis and the banking performance axis, represented by financial dimension, growth and learning, customer dimension, and operational processes. Through the descriptive analytical method, (85) forms were distributed and (80) were retrieved valid for statistical analysis, with a percentage of (94.1%). Using the statistical software (SPSS. V26), the data were analyzed and interpreted. The investigation yielded many findings, with the most significant being that the examined bank offers banking services of exceptional quality. The statistical research reveals that the majority of clients express their contentment and confidence in the services rendered. Hence, the researcher advises the examined bank to persistently upgrade its banking services by incorporating client feedback and evaluations. This will ensure the maintenance of a superior degree of quality and the augmentation of customer pleasure and confidence.