The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector

SAGE Open

JamilHammoud¹ 

关键词: E-Banking;    service quality;    customer satisfaction;    reliability;    Lebanese banking sector;   

DOI  :  10.1177/2158244018790633

学科分类：社会科学、人文和艺术（综合）

来源: Sage Journals

【 摘 要 】

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.

【 授权许可】

CC BY