The Impact of Human Resource Capabilities in Enhancing the Quality of Banking Service: An Exploratory Study of the Opinions of Employees in the Branches of Al-Rafidain Bank/Nineveh

The main objective of the research was to identify the sources of human resource capabilities and the extent of their impact on enhancing the quality of banking service and to present several proposals that contribute to explaining the effects between the two research variables. Based on that, the research problem was represented in the following question: (Is there a statistically significant effect for the dimensions of the research? Capabilities of the human resource in enhancing the quality of banking service?), and to determine the opinions of the individuals surveyed, the research relied on the descriptive and analytical approach in dealing with theoretical and field data of the branches of the bank investigated. Several scientific research tools were used in the field side of the research to reach the desired results, including questionnaires as the main tool for collecting data on the practical side of the research. (234) questionnaires were distributed to individuals working in the branches of the Rafidain Bank/Ninawa, and from them (220) questionnaires were valid for analysis with a response rate of (95%). A number of statistical methods were used to deal with the primary data, to analyze the questionnaire items, and test the research hypotheses according to the data that was processed through the statistical program (SPSS.V26). The research produced several results, including the presence of A positive, statistically significant effect of the dimensions of human resource capabilities in enhancing the quality of banking service at the branches of the investigated bank.