The impact of strategic behavior on the quality of banking service: the interactive role of strategic vigilance

An analytical study of a sample of employees at Al Rafidain Bank / Baghdad

A Thesis Submitted To Council of of Administration and Economics, Karbala University, As Part of the Requirements for Philosophy (PH.D) In Business management

By

Mohammed Tariq Jassim

Supervised by

Prof. Dr.  Alaa Farhan Al-Daami

Prof. Dr  Abdul Hussein Jassim

Abstract

    The current study aims to test the relationship and identify the interactive role played by strategic vigilance between strategic behavior and the quality of banking service in the researched entity represented by Al-Rafidain Bank. Based on the main problem that was diagnosed with a set of questions represented by the level of relationship between the variables of the field study. In order to consolidate the philosophical and intellectual basis, the study adopted the model of strategic behavior in measuring the variable of strategic behavior (Miles & Snow 1987) based on the source of Martins et al 2016. The interactive variable strategic vigilance was measured based on a source (Alshaer, 2020) consisting of four sub-dimensions that included (environmental vigilance, marketing vigilance, and technological vigilance). As for the dependent variable represented by the quality of banking service, it was measured in five sub-dimensions, which are as follows: (tangibility, dependability). sympathy, safety, responsiveness).

     The sample of the study included the distribution of 138 questionnaires to the administrative leaders working at various levels in the Rafidain Bank, and (115) of them were retrieved. For some personal interviews with the leaders of the study sample, and for the purpose of statistical analysis and treatment, the study relied on exploratory and confirmatory factor analysis as basic constructive tests for the validity of the measures adopted in the study, structural equation modeling, correlation coefficient, regression, as well as the arithmetic mean. These methods were used through statistical programs (SPSS, Amos, excel). Through the aforementioned, the study, in its field form and statistical analysis, reached many conclusions, the most important of which was the interest of the bank in question, the study sample, in applying and implementing strategies and policies of strategic vigilance in the field, which contributes to enhancing the impact of strategic behavior on the quality of banking service, because the presence of the interactive variable represented by strategic vigilance in the field side by side With the adoption of the strategic behavior of the senior management of the bank in question, the quality of banking service will improve and develop in a significant and tangible manner. It is much better than if the bank used the researched entity in the study than to follow the strategic behavior alone without strategic vigilance. This reason is due to the presence of the result of accepting the hypotheses under study and the existence of an influence relationship and correlation between the variables of the current study. This study was devoted to reaching a set of recommendations that could contribute significantly to the reality of the researched sample, the most prominent of which was the great and wide interest in the variables used in the current study and the development of special work and training programs for the leaders and employees of the bank in question to develop knowledge and lay solid foundations in facing challenges.

 Keywords: strategic behavior, strategic vigilance, banking service quality.