دور تكنولوجيا المعلومات في تحقيق جودة الخدمات المصرفية الإلكترونية بالجهاز المصرفي المصري من وجهة نظر العملاء : دراسة تطبيقية على عملاء بنوك القطاع الخاص التجارية العاملة في صعيد مصر

Abstract EN

The study aimed to identify the role of information technology in achieving the quality of e-banking services from the point of view of customers.

The study community is represented in the Egyptian banking sector, namely the private sector commercial banks operating in Upper Egypt.

The sample size was determined according to the statistical tables.

The sample size was (384) With a confidence level of 95% and a significant level of 5% .

The researcher distributed the survey lists to the banks under study according to the proportionate distribution method.

The number of lists returned to the researcher and valid for the statistical analysis reached (316) a questionnaire with a response rate of 82.29% , which is a good percentage in the field of social sciences.

The results of the statistical analysis are as follows: Significant differences in customer perception of the dimensions of (E-banking quality in general, Security in the use of e-banking) for the following personal variables (educational level, beginning of dealing with the bank), And that there are significant differences in the awareness of customers in the banks under study of the dimensions of the quality of electronic banking services (Ease of use, Safety, Confidentiality), in relation to the following personal variables (Age, Educational Level, Start dealing with the bank).

The results of the study also indicated that there is no differences between customers in the study in their understanding of the dimensions of the quality of e-banking services by type variable (male / female).

Based on the results reached, the study's semantics were presented and a set of recommendations were developed to help the marketing department and the employees of the Egyptian Banks to improve the quality of the banking services provided to the customers.