The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon

Authors : Ebrucan İslamoğlu, Ahmad Hassan

Pages : 584-603

Doi:10.16951/trendbusecon.1632324

View : 111 | Download : 77

Publication Date : 2025-10-15

Article Type : Research Paper

Abstract :This research examines the impact of electronic banking services (ease of use, time savings, privacy, and security) on customer satisfaction in Islamic banks in Lebanon, specifically Al Baraka Bank and Arab Finance House. A 40-item questionnaire was administered to 212 randomly selected participants, with data analyzed using SPSS 26. The reliability of the survey was confirmed with a Cronbach\\\'s Alpha coefficient of 0.939, indicating strong validity. The findings stress the importance of Islamic banks regularly monitoring and improving their electronic banking services to sustain customer satisfaction. The study recommends that banks assess customer satisfaction periodically, embrace technological advancements, introduce new digital channels, and improve existing ones. These strategies are crucial for increasing customer loyalty, gaining competitive advantages, and positioning Islamic banks ahead of conventional banks, especially in challenging times.
Keywords : Hizmet Kalitesi, E-Bankacılık Hizmetleri, Lübnan’ daki İslami Bankalar.

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