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

Jamil Hammoud, Rima M. Bizri and Ibrahim El Baba

SAGE Open, 2018, vol. 8, issue 3, 2158244018790633

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.

Keywords: E-Banking; service quality; customer satisfaction; reliability; Lebanese banking sector (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (23)

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Persistent link: https://EconPapers.repec.org/RePEc:sae:sagope:v:8:y:2018:i:3:p:2158244018790633

DOI: 10.1177/2158244018790633

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