{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,8,12]],"date-time":"2026-08-12T04:29:54Z","timestamp":1786508994018,"version":"build-2736575974"},"update-to":[{"DOI":"10.12688\/f1000research.174203.1","type":"new_version","label":"New version","source":"publisher","updated":{"date-parts":[[2026,7,27]],"date-time":"2026-07-27T00:00:00Z","timestamp":1785110400000}}],"reference-count":49,"publisher":"F1000 Research Ltd","license":[{"start":{"date-parts":[[2026,7,27]],"date-time":"2026-07-27T00:00:00Z","timestamp":1785110400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":["f1000research.com"],"crossmark-restriction":false},"short-container-title":["F1000Res"],"abstract":"<ns5:p>Objective The study aims to explore how the features and components of digital maturity influence the enhancement of e-service quality at Al-Rafidain Bank \u2013 Fallujah Branch. Design\/Methodology The study employed a descriptive-analytical methodology, utilizing a questionnaire as the primary tool to measure the relationships between variables. Theoretical\/Framework This study is underpinned by the Extended Unified Theory of Acceptance and Use of Technology (UTAUT2) as a theoretical framework to explain the relationship between digital maturity and e-service quality. This study investigates the impact of digital maturity on e-service quality (reliability, trust, security, responsiveness, ease of use, data confidentiality, etc.) to find out if Al-Rafidain Bank will be able to serve its customers more efficiently and effectively in the coming years. Findings The findings showed a strong correlation and a significant impact of digital maturity on the quality of e-services offered. It was also established that digital maturity explained between 53% and 56% of the service quality variance. The strongest drivers in this regard included technological culture, organizational structures, and visions and perceptions. These findings suggest that to achieve superior quality in e-services, having technology available is a prerequisite. However, having technology is not enough; it should be combined with organizational elements, staff empowerment, and a predominant digital vision. Thus, digital maturity is an essential determinant for performance improvement and institutional digital transformation. Conclusions The results showed that Al-Rafidain Bank \u2013 Fallujah Branch, Al-Rafidain Bank in the Fallujah branch, maintains a high level of digital maturity, which is a result of advanced technology coupled with quality e-services. The technological culture organization, and digital vision framework uniquely enhance service quality, demonstrating the need to provide all the digital components in order to attain a tangible transformation that is viable and efficient.<\/ns5:p>","DOI":"10.12688\/f1000research.174203.2","type":"journal-article","created":{"date-parts":[[2026,7,27]],"date-time":"2026-07-27T10:44:09Z","timestamp":1785149049000},"page":"157","update-policy":"https:\/\/doi.org\/10.12688\/f1000research.crossmark-policy","source":"Crossref","is-referenced-by-count":0,"title":["The Role of Digital Maturity in Achieving the Quality of E-Services: An Analytical Study at Al-Rafidain Bank \u2013 Fallujah Branch"],"prefix":"10.12688","volume":"15","author":[{"ORCID":"https:\/\/orcid.org\/0009-0004-1650-1085","authenticated-orcid":false,"given":"Younis","family":"Akram Turki","sequence":"first","affiliation":[{"name":"Public Administration Al-Fallujah Al Anbar Governorate 31000 University of Fallujah"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0009-0007-5409-3117","authenticated-orcid":false,"given":"Zaid","family":"Khawam Mahmood","sequence":"additional","affiliation":[{"name":"Public Administration Al-Fallujah Al Anbar Governorate 31000 University of Fallujah"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2560","published-online":{"date-parts":[[2026,7,27]]},"reference":[{"key":"ref53","doi-asserted-by":"publisher","first-page":"1-19","DOI":"10.1177\/21582440251413449","article-title":"Educators\u2019 acceptance and use of AI software: UTAUT2 model.","volume":"16","author":"K Acikgul","year":"2026","journal-title":"SAGE Open."},{"key":"ref57","doi-asserted-by":"publisher","first-page":"3417-3432","DOI":"10.6007\/IJARBSS\/v14-i8\/22772","article-title":"Impact of digital transformation on smart government in United Arab Emirates: A review.","volume":"14","author":"N Ahmat","year":"2024","journal-title":"Int. J. Acad. Res. Bus. Soc. Sci."},{"key":"ref43","first-page":"1-25","article-title":"The influence of supply chain management practices on competitive advantage: An empirical study.","volume":"11","author":"M Alhamamsheh","year":"2018","journal-title":"Int. Bus. Res."},{"key":"ref42","doi-asserted-by":"publisher","first-page":"45-62","DOI":"10.1016\/j.jfrc.2024.01.005","article-title":"The impact of artificial intelligence on modern financial auditing practices: A comparative study.","volume":"12","author":"A Al Qudah","year":"2024","journal-title":"Journal of Financial Reporting and Control."},{"key":"ref3","doi-asserted-by":"publisher","DOI":"10.1109\/AiCIS51645.2020.00033","author":"Y Al-Sabaawe","year":"2020","journal-title":"2020 2nd Annual International Conference on Information and Sciences (AiCIS)."},{"key":"ref55","doi-asserted-by":"publisher","DOI":"10.21203\/rs.3.rs-8703155\/v1","article-title":"Health employees\u2019 perceptions of ChatGPT use and digital health technology acceptance: A cross-sectional survey based on the UTAUT2 framework.","author":"I Aras","year":"2026","journal-title":"Res. Sq."},{"key":"ref5","doi-asserted-by":"publisher","first-page":"353","DOI":"10.1016\/j.joitmc.2025.100482","article-title":"The influence of cost on customer satisfaction in e-commerce logistics: Mediating roles of service quality, technology usage, transportation time, and production condition.","author":"S Asawawibul","year":"2025","journal-title":"J. Open Innov.: Technol. Mark. Complex."},{"key":"ref6","doi-asserted-by":"crossref","first-page":"80","DOI":"10.22146\/jp.104650","article-title":"The Role of Digital Leadership in Improving the Quality of Electronic Services: Case Study of the Land Office in Surakarta, Indonesia.","volume":"33","author":"I Aulawi","year":"2025","journal-title":"Populasi."},{"key":"ref7","doi-asserted-by":"publisher","first-page":"e0253965","DOI":"10.1371\/journal.pone.0253965","article-title":"Assessing the level of digital maturity of enterprises in the Central and Eastern European countries using the MCDM and Shannon\u2019s entropy methods.","volume":"16","author":"J Brodny","year":"2021","journal-title":"PLoS ONE."},{"key":"ref44","first-page":"454","article-title":"Renewable energy integration in smart grids: Challenges and future perspectives.","volume":"29","author":"G Cosa","year":"2024","journal-title":"Sustain. Energy Rev."},{"key":"ref8","doi-asserted-by":"publisher","first-page":"85-91","DOI":"10.57152\/malcom.v4i1.1028","article-title":"Analysis of The Influence of Electronic Customer Satisfaction, Application Perceived Value and Electronic Service Quality on Electronic Customer Loyalty of Ruang Guru Application Users.","volume":"4","author":"S Ekasari","year":"2024 January","journal-title":"Institut Riset dan Publikasi Indonesia (IRPI) MALCOM: Indonesian Journal of Machine Learning and Computer Science Journal Homepage."},{"key":"ref9","doi-asserted-by":"publisher","first-page":"01-19","DOI":"10.26668\/businessreview\/2022.v7i3.0601","article-title":"THE EFFECT OF CLOUD COMPUTING\u2019S ADVANTAGES AND COMPONENTS ON TIME SAVINGS AND DATA PRIVACY FOR THE QUALITY OF ELECTRONIC BANKING SERVICES.","volume":"7","author":"A Elkhaldi","year":"2022","journal-title":"Intern. Journal of Profess. Bus. Review.|Miami."},{"key":"ref56","doi-asserted-by":"publisher","first-page":"26-43","DOI":"10.51583\/IJLTEMAS.2026.1502000004","article-title":"Adoption of OTT platforms: Analyzing user behavior through the UTAUT2 model.","volume":"15","author":"S Gamit","year":"2026","journal-title":"International Journal of Latest Technology in Engineering, Management & Applied Science."},{"key":"ref45","first-page":"45","article-title":"Digital transformation and corporate innovation: Evidence from Chinese manufacturing firms.","volume":"142","author":"X Gao","year":"2022","journal-title":"J. Bus. Res."},{"key":"ref46","first-page":"670-685","article-title":"Leadership styles and employee engagement in non-profit organizations.","volume":"38","author":"J Gerald","year":"2017","journal-title":"Leadersh. Organ. Dev. J."},{"key":"ref10","first-page":"1-15","article-title":"The Digital Maturity Model 4.0 Benchmarks: Digital Business Transformation Playbook.","author":"M Gill","year":"2016","journal-title":"For EBusiness & Channel Strategy Professionals."},{"key":"ref47","first-page":"e12450","article-title":"Machine learning applications in predictive healthcare analytics.","volume":"31","author":"R Gupta","year":"2025","journal-title":"Health Informatics J."},{"key":"ref48","first-page":"1-36","article-title":"Strategies for improving student engagement in hybrid learning environments.","volume":"28","author":"S Haryanti","year":"2023","journal-title":"Educ. Inf. Technol."},{"key":"ref11","doi-asserted-by":"publisher","first-page":"17","DOI":"10.3390\/bdcc7010017","article-title":"The Extended Digital Maturity Model.","volume":"7","author":"T Haryanti","year":"2023","journal-title":"Big Data Cogn. Comput."},{"key":"ref13","doi-asserted-by":"publisher","first-page":"643-648","DOI":"10.59160\/ijscm.v8i2.2540","article-title":"Impact of job loyalty, management performance, rewards and recognition and firm size on profitability in supply chain of bank: Empirical study on Islamic banks in Iraq.","volume":"8","author":"W Husien","year":"2019","journal-title":"International Journal of Supply Chain Management."},{"key":"ref15","doi-asserted-by":"crossref","first-page":"101-115","DOI":"10.18844\/prosoc.v6i7.4518","article-title":"Investigation of the factors affecting the quality of electronic-services of the University of Tehran website (Measuring the pattern of electronic services on the University of Tehran website).","volume":"6","author":"E Joyami","year":"2019","journal-title":"New Trends and Issues Proceedings on Humanities and Social Sciences."},{"key":"ref16","doi-asserted-by":"publisher","DOI":"10.58258\/jisip.v7i1.5652\/","article-title":"Service Quality of Electronic Identity Cards, Solokan Jeruk District, Bandung Regency.","volume":"7","author":"E Julaeha","year":"2023","journal-title":"Jurnal Ilmu Sosial dan Pendidikan (JISIP)."},{"key":"ref17","doi-asserted-by":"publisher","first-page":"9053","DOI":"10.3390\/su16209053","article-title":"Measuring the Digital Maturity of Organisations in the People Care Sector.","volume":"16","author":"N Kadoic","year":"2024","journal-title":"Sustainability."},{"key":"ref18","first-page":"1-7","article-title":"Electronic Finance Service Quality and The Electronic Loyalty of Customers Banks.","volume":"10","author":"S Kamkar","year":"2023","journal-title":"Journal of Exploratory Studies in Law and Management."},{"key":"ref50","doi-asserted-by":"publisher","first-page":"101","DOI":"10.17951\/h.2019.53.4.101-113","article-title":"A Literature Review of the Partial Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) Model.","volume":"53","author":"J Ku\u0142ak","year":"2019","journal-title":"Annales Universitatis Mariae Curie-Sk\u0142odowska, sectio H \u2013 Oeconomia."},{"key":"ref20","doi-asserted-by":"crossref","first-page":"200-201","DOI":"10.37676\/jfm.v4i2.6822","article-title":"The Influence Of Electronic Service Quality And Electronic Trust On Customer Satisfaction Of Dana Application Users In Tasikmalaya.","volume":"4","author":"Y Lisna","year":"2024","journal-title":"Jurnal Fokus Manajemen."},{"key":"ref21","doi-asserted-by":"publisher","first-page":"1934-1949","DOI":"10.55681\/jige.v6i3.4107","article-title":"The Effect of E-Service Quality and E-Trust on Generation Y E-Loyalty on Digital Banking Services in Indonesia.","volume":"6","author":"A Lumbantobing","year":"2025","journal-title":"Jurnal Ilmiah Global Education."},{"key":"ref22","doi-asserted-by":"publisher","first-page":"263-282","DOI":"10.35378\/gujs.982772","article-title":"Digital Transformation: Digital Maturity Model for Turkish Businesses.","volume":"36","author":"D Merdin","year":"2023","journal-title":"Gazi University, Journal of Science, Research Article GU J Sci."},{"key":"ref23","doi-asserted-by":"publisher","first-page":"1056","DOI":"10.62647\/ijitce.2025.v13.i2.pp1056-1071","article-title":"The Impact of Electronic Banking Service Quality on Customer Satisfaction: A Case Study of Al-Jumhouria Bank in Al-Jufra, Libya.","volume":"13","author":"A Mohamed","year":"2025","journal-title":"International Journal of Information Technology and Computer Engineering."},{"key":"ref49","first-page":"1056","article-title":"The role of green accounting in achieving sustainable development goals.","volume":"154","author":"A Mohamed","year":"2025","journal-title":"Environ. Sci. Policy."},{"key":"ref24","article-title":"ACCESSING E-BANKING SERVICE QUALITY AND CUSTOMER SATISFACTION IN SIKKIM.","volume":"7","author":"A Mothey","year":"2025","journal-title":"Forum for Linguistic Studie."},{"key":"ref25","doi-asserted-by":"publisher","first-page":"258-268","DOI":"10.54298\/ijith.v4i2.541","article-title":"The Electronic Service Quality and Islamic Social Finance Integration: Case Study from Kitabisa.com.","volume":"4","author":"R Mulyandi","year":"2025","journal-title":"International Journal of Islamic Thought and Humanities."},{"key":"ref26","doi-asserted-by":"publisher","first-page":"195-206","DOI":"10.18261\/njdl.19.4.2","article-title":"Digital Maturity in Education The Implementation of Digital Tablets.","volume":"19","author":"B Nielsen","year":"2024","journal-title":"icle Nordic Journal of Digital Literacy RESEARCH PUBLICATION."},{"key":"ref52","doi-asserted-by":"publisher","first-page":"53-70","DOI":"10.46328\/ijtes.5181","article-title":"Theoretical convergence or complexity? Integrating task-technology fit into Unified Theory of Acceptance and Use of Technology 2 for educational technology adoption.","volume":"10","author":"C Or","year":"2026","journal-title":"Int. J. Technol. Educ. Sci."},{"key":"ref28","doi-asserted-by":"publisher","first-page":"2812-2823","DOI":"10.18421\/TEM143-81","article-title":"Influence of Electronic Service Quality on Relationship Quality, Customer Engagement and Loyalty: Evidence of Ornamental Plants Online Businesses in Thailand.","volume":"14","author":"K Pattanasing","year":"2025","journal-title":"TEM Journal."},{"key":"ref29","doi-asserted-by":"publisher","first-page":"522","DOI":"10.5267\/j.msl.2016.5.001","author":"H Pourmohammad","year":"2015","journal-title":"The effect of quality of electronic banking services on agility of a bank, Faculty of Management and Accounting, Department of Industrial Management."},{"key":"ref30","doi-asserted-by":"publisher","first-page":"2758-2759","DOI":"10.5267\/j.msl.2020.4.034","article-title":"The influence of electronic service quality on relationship quality: Evidence from tourism industry.","author":"A Rahahleh","year":"2020","journal-title":"Management Science Letters."},{"key":"ref31","doi-asserted-by":"publisher","first-page":"9683-9688","DOI":"10.18535\/ijsrm\/v13i09.em04","article-title":"The Influence of Electronic Service Quality, Perceived Value, and Perceived Price on Loyalty through Satisfaction as a Mediating Variable on Netflix Customers in Banda Aceh City, Management Department, Universitas Syiah Kuala, Indonesia.","volume":"13","author":"R Rinaldi","year":"2025","journal-title":"International Journal of Scientific Research and Management (IJSRM)."},{"key":"ref32","doi-asserted-by":"publisher","first-page":"3","DOI":"10.24857\/rgsa.v18n11-256","article-title":"DIGITAL MATURITY LEVEL, A ROADMAP FOR DIGITAL TRANSFORMATION: CASE STUDY, RGSA.","author":"O Rodriguez","year":"2024","journal-title":"Revista de Gest\u00e3o Social e Ambiental."},{"key":"ref33","doi-asserted-by":"publisher","first-page":"9444","DOI":"10.3390\/app15179444","article-title":"Assessing Digital Maturity in Chile\u2019s Mining Cluster: A Multi-Dimensional Model-Based Approach.","volume":"15","author":"A S\u00e1nchez-Ortiz","year":"2025","journal-title":"Appl. Sci."},{"key":"ref34","doi-asserted-by":"publisher","first-page":"58-81","DOI":"10.12821\/ijispm100303","article-title":"A multi-dimensional model to the digital maturity life-cycle for SMEs.","volume":"10","author":"A S\u00e1ndor","year":"2022","journal-title":"Int. J. Inf. Syst. Proj. Manag."},{"key":"ref35","doi-asserted-by":"publisher","first-page":"35-46","DOI":"10.33436\/v33i2y202303","article-title":"The effect of electronic banking service quality on customer satisfaction.","volume":"33","author":"S Subahudin","year":"2023","journal-title":"Romanian Journal of Information Technology and Automatic Control."},{"key":"ref36","doi-asserted-by":"publisher","first-page":"239-258","DOI":"10.1108\/IJQSS-02-2023-0016","article-title":"Dimensions and outcomes of electronic service quality in the GCC countries.","volume":"15","author":"M Thanasi-Bo\u00e7e","year":"2023","journal-title":"Int. J. Qual. Serv. Sci."},{"key":"ref37","doi-asserted-by":"publisher","first-page":"947-976","DOI":"10.1007\/s10257-023-00656-w","article-title":"A decade of digital maturity models: much ado about nothing?","volume":"21","author":"T Thordsen","year":"2023","journal-title":"IseB."},{"key":"ref38","doi-asserted-by":"publisher","first-page":"110-130","DOI":"10.4067\/S0718-27242024000100110","article-title":"Key Dimensions ThatMeasure the Digital Maturity Levels of Small and Medium-Sized Enterprises (SMEs).","volume":"19","author":"C Tonder","year":"2024","journal-title":"J. Technol. Manag. Innov."},{"key":"ref39","doi-asserted-by":"publisher","DOI":"10.5281\/zenodo.17875057","author":"Y Turki","year":"2025","journal-title":"Zenodo."},{"key":"ref40","first-page":"174-177","article-title":"THE IMPACT OF TRUST AND QUALITY OF ELECTRONIC SERVICES ON DIGITAL BANK CUSTOMER SATISFACTION WITH THE BANK IMAGE AS A MEDIATOR.","volume":"5","author":"A Utama","year":"2024","journal-title":"Syntax Transformation."},{"key":"ref41","doi-asserted-by":"publisher","first-page":"1115","DOI":"10.2478\/picbe-2024-0096","author":"N Vavura","year":"2024","journal-title":"Digital Maturity Models\u2013a Bibliometric Exploration."},{"key":"ref54","doi-asserted-by":"publisher","first-page":"1742537","DOI":"10.3389\/fpsyg.2026.1742537","article-title":"Research on adolescents\u2019 digital sports participation behavior based on the UTAUT2 model: the mediating role of virtual-real integration.","volume":"17","author":"J Wu","year":"2026","journal-title":"Front. Psychol."}],"container-title":["F1000Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/f1000research.com\/articles\/15-157\/v2\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/f1000research.com\/articles\/15-157\/v2\/pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/f1000research.com\/articles\/15-157\/v2\/iparadigms","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,8,12]],"date-time":"2026-08-12T03:59:12Z","timestamp":1786507152000},"score":1,"resource":{"primary":{"URL":"https:\/\/f1000research.com\/articles\/15-157\/v2"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2026,7,27]]},"references-count":49,"URL":"https:\/\/doi.org\/10.12688\/f1000research.174203.2","relation":{"has-version":[{"id-type":"doi","id":"10.12688\/f1000research.174203.1","asserted-by":"subject"}],"has-review":[{"id-type":"doi","id":"10.5256\/f1000research.205779.r505397","asserted-by":"subject"},{"id-type":"doi","id":"10.5256\/f1000research.205779.r505398","asserted-by":"subject"},{"id-type":"doi","id":"10.5256\/f1000research.205779.r505398","asserted-by":"object"},{"id-type":"doi","id":"10.5256\/f1000research.205779.r505397","asserted-by":"object"}]},"ISSN":["2046-1402"],"issn-type":[{"value":"2046-1402","type":"electronic"}],"subject":[],"published":{"date-parts":[[2026,7,27]]},"assertion":[{"value":"Indexed","URL":"https:\/\/f1000research.com\/articles\/15-157\/v2#article-reports","order":0,"name":"referee-status","label":"Referee status","group":{"name":"current-referee-status","label":"Current Referee Status"}},{"value":"10.5256\/f1000research.205779.r505397, Ighomereho O. Salome, Redeemer\u2019s University, Osun State, 12 Aug 2026, version 2, indexed","URL":"https:\/\/f1000research.com\/articles\/15-157\/v2#referee-response-505397","order":0,"name":"referee-response-505397","label":"Referee Report","group":{"name":"article-reports","label":"Article Reports"}},{"value":"10.5256\/f1000research.205779.r505398, Malek Al-Edenat, Department of Business, College of Business, Tafila Technical University, Tafila, 28 Jul 2026, version 2, indexed","URL":"https:\/\/f1000research.com\/articles\/15-157\/v2#referee-response-505398","order":1,"name":"referee-response-505398","label":"Referee Report","group":{"name":"article-reports","label":"Article Reports"}},{"value":"The author(s) declared that no grants were involved in supporting this work","order":2,"name":"grant-information","label":"Grant Information"},{"value":"This is an open access article distributed under the terms of the Creative Commons Attribution Licence, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.","order":0,"name":"copyright-info","label":"Copyright"}]}}