The role of internal control in improving the quality of banking services: A case study of Libyan banks

Abstract

This paper focuses on a crucial aspect of bank management, namely the role of internal control in enhancing the quality of banking services. The study aims to clarify the concepts of internal control and quality in banking services, as well as the relationship between them. A comprehensive review of literature, including books, journals, and research studies, was conducted to inform the study. For the empirical component, a questionnaire was developed to assess the internal control environment and banking service quality, based on the theoretical framework. The questionnaire was distributed to a sample of 22 employees at the Zliten branch of the Jumhouria Bank, achieving an impressive 88% response rate. After collecting and sorting the questionnaires, the data were statistically analyzed using SPSS software to verify the study hypotheses. The findings confirm the effective role of internal control in improving banking service quality by identifying areas for development, improvement, and addressing shortcomings.