أثر جودة الخدمات المصرفية الإلكترونية على رضا و التزام عملاء البنك الإسلامي الفلسطيني

Abstract EN

The study aimed at identifying the impact of electronic banking services quality on satisfaction and commitment of the clients of the Palestinian Islamic Bank in Jenin from their point of view.

Descriptive approach was followed by distributing a questionnaire to a sample of (376) clients.

After collecting and analyzing data, the results showed that the degree of availability of the dimensions of electronic banking services was medium, and customer, satisfaction with electronic banking services quality was big, while their commitment was medium.

It was found that there is a positive linear relationship between electronic banking services and the satisfaction and commitment of customers in the Palestinian Islamic Bank, Jenin branch, it also showed a statistically significant effect of electronic banking services quality dimensions model on customer satisfaction and commitment in the Palestinian Islamic Bank, as it was found that there is an effect for each dimension of the banking services quality model on customer satisfaction; security dimension, ease of use, confidentiality and privacy, finally Efficiency and effectiveness of services, while it showed an impact for each dimension of the electronic banking services model in Customer commitment; ease of use, security, confidentiality privacy, the efficiency and effectiveness of services .