Abstract
This study aims to identify the effect of the quality of electronic banking service in achieving customer satisfaction of Al Rajhi Bank in Al Dawadmi branch by studying the dimensions of the quality of electronic banking services including tangibility, reliability, safety, empathy and response. The population of study consists of customers benefiting from the services of Al Rajhi Bank in the Kingdom of Saudi Arabia. A questionnaire was distributed to 100 individual customers of the Al Rajhi Bank. The data were, then, collected and analyzed using the SPSS statistical analysis program. The results have revealed that all the dimensions of the quality of electronic banking services namely, tangibility, reliability, safety, empathy and response are significantly related to customer satisfaction in Al Rajhi Bank. This study provides important recommendations that hopefully intended to help the bank promote the quality of banking electronic services.
Highlights
The service quality has been acknowledged to be the most important factor to stive the competitive advantage (Islam, Ahmed, Rahman, & Al Asheq, 2021)
The aim of this study is to examine the effect of electronic banking service quality on the customer satisfaction by the customers of Al-Rajhi bank
The results found that the physical facilities and equipment of Al Rajhi Bank are available to a high degree, which can achieve the satisfaction of its customers; The general mean of the weighted arithmetic mean for the axis was 4.00, which is a high percentage, and the standard deviation is .52270, which is a statistically acceptable percentage
Summary
The service quality has been acknowledged to be the most important factor to stive the competitive advantage (Islam, Ahmed, Rahman, & Al Asheq, 2021). The quality of electronic banking services is crucial for every bank to play the role appealing to its customers (Ozkan, Suer, Keser & Kocakoç, 2020). The quality of electronic service may determine the bank competition ability in the banking business environment in the Kingdom of Saudi Arabia. A bank, seeks to improve its electronic banking services in order to achieve its goals and ensure its stability and continuity for the longest possible period. In order to achieve its goals and its customer’s satisfaction, Al Rajhi Bank must implement the quality of electronic banking services
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