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

Joint Authors

Mahfuz, Marwah
Khurshid, Nivin

Source

Journal of Faculty of Commerce for Scientific Research

Issue

Vol. 53, Issue 1 (31 Jan. 2016), pp.65-92, 28 p.

Publisher

Alexandria University Faculty of Law

Publication Date

2016-01-31

Country of Publication

Egypt

No. of Pages

28

Main Subjects

Economics & Business Administration

Abstract 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.

American Psychological Association (APA)

Mahfuz, Marwah& Khurshid, Nivin. 2016. The impact of e-banking on service quality in the Egyptian banking sector. Journal of Faculty of Commerce for Scientific Research،Vol. 53, no. 1, pp.65-92.
https://search.emarefa.net/detail/BIM-826666

Modern Language Association (MLA)

Mahfuz, Marwah& Khurshid, Nivin. The impact of e-banking on service quality in the Egyptian banking sector. Journal of Faculty of Commerce for Scientific Research Vol. 53, no. 1 (Jan. 2016), pp.65-92.
https://search.emarefa.net/detail/BIM-826666

American Medical Association (AMA)

Mahfuz, Marwah& Khurshid, Nivin. The impact of e-banking on service quality in the Egyptian banking sector. Journal of Faculty of Commerce for Scientific Research. 2016. Vol. 53, no. 1, pp.65-92.
https://search.emarefa.net/detail/BIM-826666

Data Type

Journal Articles

Language

English

Notes

Record ID

BIM-826666