الوسائل الإلكترونية و أثرها في تحقيق رضا العملاء في الخدمات المصرفية : دراسة ميدانية لعملاء مصرف الكريمي في محافظة تعز

Abstract EN

This study aims to explore the effect of electronic means on achieving customer satisfaction through studying the case of al-Kuraimi Bank and how it introduces its services electronically.

the methodology of the study has followed the descriptive analytical approach.

the randomness of data collection has consisted of 226 individuals, and the study has found that there is a significant effect of electronic means represented in the website, ATM, and privacy and confidentiality factor, in achieving the satisfaction of the bank customers, at the level of significance less than (0.05).

the study has drawn the following results : -there is a relationship and influence of the electronic means represented (at the ATM, the website, privacy and confidentiality) that al-Kuraimi Bank uses to achieve the satisfaction of its customers.

the relationship was direct and the source of positive influence was of the ATM, the website, the privacy and the confidentiality.

- electronic means are of great importance to customers in conducting various banking services and achieving their satisfaction.