أثر جودة الخدمات المصرفية الإلكترونية على رضا العملاء : دراسة تطبيقية على البنك الأهلي السعودي

Abstract EN

The research aims to identify the impact of the quality of electronic banking services on customer satisfaction in the Saudi National Bank.

A random sample of (166) workers was selected.

The researcher used the questionnaire as a tool for collecting the necessary data for the research; due to its relevance to achieving the objectives of the research and answering its questions.

The data, after analyzing it, showed that the degree of quality of electronic banking services for the clients of the National Bank, and the degree of satisfaction of the bank’s customers with the quality of those services in the Asir region is very high.

The results showed a statistically significant effect at the level of significance (0.05 ≤ α) for the dimensions of the quality of electronic banking services (ease of use, time-saving, confidentiality, safety) on the satisfaction of the Saudi National Bank customers in the Asir region.

In light of these results, it is recommended to pay attention to customer satisfaction and focus on evaluating the institutional performance of the bank, as well as updating the electronic services provided by the bank on an ongoing basis in line with the requirements and opinions of customers.