The impact of e-banking on service quality in the Egyptian banking sector

الملخص EN

This study aims to examine the various Egyptian customers’ usage patterns of banking sei-vices in an attempt to provide a better understanding of factors affecting customer’s decision of using the electronic banking services.

Design/methodology/approach A total of 400 questionnaires were distributed to a convenience sample of customers.

No category was used in the sample selection in order to avoid bias; the only condition was that respondents should have banlc’s account.

Findings Findings revealed that about 88.85% of sample was users of automated teller machine, internet banking, and mobile banking.

However, still a considerable number of them prefer to visit the branch at least once —anthly.

Research limitations/implications The study was confined to banks in Alexandria, which may not represent the entire Egyptian population.

The study also focused on banks’ customers and it didn’t take into consideration the opinion of banks’ managers and employees.

Originality/value This paper introduces theoretical and practical understanding of the impact of e-bankiiig on service quality in the Egyptian b:':iking sector.