The Relationship between E-Service Quality and E-Customer Satisfaction: An Empirical Study in Egyptian Banks

Hany Aly Shared

International Journal of Business and Management, 2021, vol. 14, issue 5, 171

Abstract: E-Service has become of great importance to both companies and researchers alike during the last decade. So, E-Service helping the banks in building a good relation-ship with their customers. However, The main aims of this study are to investigate. Does E-Service Quality affect E-Customer Satisfaction in Egyptian Banks? the study collected 140 surveys from respondents who use online service in different branches banks located in Cairo City in Egypt. Factor analysis has shown a significant impact between e-service quality and e-customer satisfaction. The regression analysis showed a significant correlation between all the variables of the e-service quality and e-customer satisfaction except Empathy.

Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:ibn:ijbmjn:v:14:y:2021:i:5:p:171

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