The impact of using the Six Sigma methodology in improving the quality of banking operations in Saudi banks: A case study of the Saudi National Bank

Adopting the Six Sigma methodology, known for its systematic approach to improving process quality and reducing defects, represents a promising avenue for improvement. However, the specific impact of Six Sigma on banking operations in Saudi Arabia, especially in institutions such as Saudi National Bank, remains unexplored. This study aimed to evaluate the effectiveness of applying Six Sigma in enhancing operational efficiency and customer satisfaction levels at Saudi National Bank, Kingdom of Saudi Arabia. The descriptive analytical method was used. The study used a questionnaire designed by the researcher to collect data consistent with the research objectives. The validity and reliability of the questionnaire was confirmed. A five-point Likert scale was used to answer the questions, and SPSS was used to analyze the results of the study and extract descriptive statistics. To test the hypotheses, the Chi-Square Test and the One-Sample T. Test were used. The study included 137 employees at the National Bank in the Kingdom of Saudi Arabia to evaluate the impact of applying the Six Sigma methodology. The results showed a noticeable improvement in operational efficiency, with average scores reaching 4.28 for the speed of banking procedures and 4.29 for the quality of operations. Customer satisfaction also increased, with average scores around 4.30 for service quality and 4.28 for overall customer experience. Significant reductions were observed in customer waiting time with an average of ≈ 4.30 and problem resolution time with an average of ≈ 4.23. Enhancing transparency with an average of ≈ 4.32, innovation with an average of ≈ 4.28) and improving customer relations with an average of 4.26. The study confirms the positive impact of the Six Sigma methodology on operational efficiency and customer satisfaction at the Saudi National Bank. These results underscore the importance of continuous improvement initiatives in enhancing banking operations and customer experiences. Keywords: Six Sigma – banking operations – Saudi banks – Saudi National Bank