Abstract
The purpose of this study was to examine the relationship between the dimensions of E-Banking service quality and customer satisfaction to determine which dimension can potentially have the strongest influence on customer satisfaction. Data were gathered using a survey instrument, which was distributed among bank clients in the Lebanese banking sector. The data were statistically analyzed using structural equation modeling with SPSS and Amos (20). The findings show that reliability, efficiency, and ease of use; responsiveness and communication; and security and privacy all have a significant impact on customer satisfaction, with reliability being the dimension with the strongest impact. E-Banking has become one of the essential banking services that can, if properly implemented, increase customer satisfaction, and give banks a competitive advantage. Knowing the relative importance of service quality dimensions can help the banking industry focus on what satisfies customers the most.
Highlights
Technology has succeeded in making various aspects of life easier for the societies of today (Rust & Oliver, 1994)
While the main overall hypothesis in this study proposed a positive and significant relationship between Service Quality of E-Banking and customer satisfaction with E-Banking, this main hypothesis was broken down into four testable hypotheses related to the four independent variables considered, as follows: Hypothesis 1 (H1): The efficiency of E-Banking services positively affects customer satisfaction
This study aimed to examine the impact of E-Banking service quality on customer satisfaction in the Lebanese banking sector
Summary
Technology has succeeded in making various aspects of life easier for the societies of today (Rust & Oliver, 1994). It has become a fundamental element in improving the quality of services in general and E-Banking services in particular (Joseph & Stone, 2003). Banking sectors in most developed countries have pioneered the area of e-services and have been actively involved in its continuous improvement. Lebanese banks are strategically using advancements in E-Banking services for retaining and attracting clients, and are making large investments in implementing the latest E-Banking strategies to maintain and augment their competitive advantage
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