The Impact of Electronic Banking Service Quality on Egyptian Customer Satisfaction | ||
| The Academic Journal of Contemporary Commercial Research | ||
| Article 6, Volume 5, Issue 1, March 2025, Pages 132-163 PDF (492.88 K) | ||
| Document Type: Original Article | ||
| DOI: 10.21608/ajccr.2025.272537.1105 | ||
| Authors | ||
| Kareem Hassan Fayek* 1; Alaa Tarek Khalil2 | ||
| 1ESLSCA University, Egypt | ||
| 2Faculty of Commerce, Cairo University, Egypt | ||
| Abstract | ||
| The purpose of this study was to measure the impact of the electronic banking service quality on Egyptian customer satisfaction. This study used a mixed-methodology approach combining qualitative and quantitative methods, allowing the researcher to focus solely on the banking application, not the website. The sample size started with 440 responses and was reduced to 397 after applying two filtering questions, resulting in a 90% response rate. A modified model of electronic service quality was constructed. The adapted model used the four components of the electronic service quality (personal needs, site organization, user friendliness, and efficiency) in addition to two components from the SERVQUAL model (responsiveness and reliability). Four demographic factors were added (gender, age, educational level, and occupation) that were not included in previous models covered in the literature review. The results confirmed that all six variables (application organization, user friendliness, personal needs, efficiency of application, reliability, and responsiveness) have a positive impact on electronic customer satisfaction. The demographics did not influence the relationship between all the six independent variables and e-customer satisfaction except for occupation, which influenced customer satisfaction. The efficiency of banking application is the most important aspect of internet banking service quality as it comes in the first rank in all the six dimensions. The findings of this study have important implications for managers, heads of departments and executives working in Egypt's banking sector in addition to its theoretical implication. | ||
| Keywords | ||
| Internet banking; e-customer satisfaction; SERVQUAL; e-SERVQUAL | ||
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