تحليل جودة الخدمات المصرفية الإلكترونية

Study Notes Summary

• Research Title: Analysis of Factors Influencing the Quality of Electronic Banking Services and Their Role in Enhancing Customer Satisfaction at Republic Bank in Al-Jufra.
• University: University of Al-Jafara
• Department: Information Systems Department
• Students: Randa Mukhamad, Ibrahim Abubaker
• Supervisor: Dr. Abdul Salam Saeed
• Academic Year: 2025-2024
• Research Aim: To analyze factors affecting the quality of electronic banking services and assess their impact on customer satisfaction at Republic Bank in Al-Jufra.
• Research Methodology: Descriptive and analytical statistical methods were employed using questionnaires distributed via the Facebook platform.
• Research Population: Customers of Republic Bank in four branches (Houn, Sokna, Waddan, and Zalla).
• Sample size: 202 questionnaires were collected.
• Data Analysis: Statistical analysis using SPSS was used to analyze data and test hypotheses.
• Research Structure: The research is organized into five chapters: Introduction, Literature Review, Methodology, Results, and Conclusions. Each chapter is further divided into sections.
• Tables and Figures: Tables and figures were included to clarify the findings of the study, including data distributions and relationships.
• Findings: The overall quality of electronic banking services in Republic Bank in Al-Jufra was found to be high. There was a significant association between the quality of services' dimensions (ease of use, security, integration, time-saving, and Islamic compliance) and customer satisfaction, except for Islamic compliance.
• Recommendations: Recommendations were made to address the identified issues and enhance the quality of electronic banking services to improve customer satisfaction. The recommendations encompass reducing large and unjustified commission fees associated with purchase cards and other electronic transactions. Considering the use of customer experiences for service improvement. Using data analysis for targeted service strategies. The study also emphasized adapting to technological advancements, expanding e-banking service offerings, and promoting trust and satisfaction among customers with regard to electronic banking services.