Information Technology as an Entry Point for Enhancing the Quality of Banking Services: An Applied Study on Libyan Banks

Abstract

The global and Arab banking sectors have witnessed radical transformations as a result of the rapid development in information technology (IT). IT has become the fundamental pillar for enhancing the quality of banking services and bolstering the competitiveness of banks. This research aims to examine the role of IT in improving banking service quality, focusing on the Libyan experience. Utilizing a descriptive-analytical approach based on previous studies and academic reports, the research concluded that the employment of IT contributes to accelerating transactions, reducing errors, lowering operational costs, and increasing customer satisfaction levels. However, Libyan banks still face fundamental challenges related to weak technical infrastructure, inadequate cybersecurity, limited human resources, and the absence of legislation that keeps pace with digital transformation. Based on these findings, the research recommended the necessity of investing in infrastructure development and cybersecurity, training human resources, updating legislation, and fostering partnerships with FinTech companies to enhance service quality and achieve sustainable competitiveness for Libyan banks.