The role of digital twinning in improving service quality: An applied study on Rafidain and Rashid Bank

This research aims to identify the relationship between digital twinning and banking service quality dimensions through customers' evaluation of the level of service quality provided to them by Rafidain and Rashid Bank, as well as determining the relative importance of digital twinning, in addition to studying the relationship between digital twinning, which is measured by (Sensors, twinning rate, From material to virtual, From virtual to material) and banking service quality dimensions (Tangibles, Reliability, Responsiveness, Accessibility, Assurance, Empathy). (120) samples were  distributed to the two banks' customers, only (96) sample was collected and is valid for analysis. The study reached a number of conclusions, the most important of which are: The dimensions of banking service quality are one of the most important critical goals for banking sector organizations due to their direct contact with society, which requires a set of basic elements that contribute to achieving it through management support for digital twinning, as the impact of digital twinning greatly increases and improves the quality of banking service. The study presented a number of recommendations, the most important of which are: The current circumstances and rapid changes require the organization to adopt digital twinning as an important necessity through which it supports management and leads it to improve the quality of banking services. Providing the two banks with modern devices and training bank employees working in the front offices in line with the needs of their customers and improving the quality of service provided through  the use of digital twinning.  Keywords: Digital Twinning, Sensors, Twinning Rate, From Material to Virtual, From Virtual to Material, Service Quality.