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

Author

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  • Jamil Hammoud
  • Rima M. Bizri
  • Ibrahim El Baba

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.

Suggested Citation

  • Jamil Hammoud & Rima M. Bizri & Ibrahim El Baba, 2018. "The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector," SAGE Open, , vol. 8(3), pages 21582440187, July.
    • Handle: RePEc:sae:sagope:v:8:y:2018:i:3:p:2158244018790633
    DOI: 10.1177/2158244018790633
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    2. Yadgar Taha M. Hamakhan, 2020. "The effect of individual factors on user behaviour and the moderating role of trust: an empirical investigation of consumers’ acceptance of electronic banking in the Kurdistan Region of Iraq," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-29, December.
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    8. Fathi, Mohammad Reza & Zeinali, Mahsa & Torabi, Mohsen & Alavizadeh, Seyed Mohammad, 2022. "Structural analysis of the future of Iranian online banking employing a MICMAC approach," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
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    18. C. C. Sreelakshmi & Sangeetha K. Prathap, 2024. "Effect of COVID-19 health threat on consumer’s perceived value towards mobile payments in India: a means-end model," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 763-787, September.
    19. Samuel Godadaw Ayinaddis & Birhan Ambachew Taye & Bantie Getnet Yirsaw, 2023. "Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-18, December.
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