Does E-Banking Enhance Client Satisfaction in Saudi Banks?

• 영문명: Does E-Banking Enhance Client Satisfaction in Saudi Banks?
• 발행기관: 한국유통과학회
• 저자명: Ali SHADDADY
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 9 No.10, 251~264쪽, 전체 14쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2022.12.31

영문 초록

This study explores e-banking variables that affect client satisfaction in the Saudi Arabian banking industry spanning three dimensions: reliability, security concerns, and efficiency, which were chosen as predictors of customer satisfaction in the e-banking industry. A field survey using a self-administered questionnaire as a data collection instrument was adopted to collect the required data from a convenience sample of 250 participants of Saudi banking customers. The overall fit of the hypothesized model was tested using linear regression to find the rate of the independent factors’ impact on the dependent variable. The study’s findings revealed that there is a statistically significant relationship between the three dimensions and customer satisfaction in Saudi e-banking, with the largest impact being that of reliability, followed by efficiency, and finally security concerns. Also, the study found there was a significant difference in reliability which was considered more important for Saudis and there was a significant difference in efficiency, which was considered more important by males. The findings of this study suggest that these three dimensions are instrumental in e-banking customer satisfaction and that banks can gain a competitive edge by providing better services in these dimensions to sustain and develop their performance in the increasingly globalized banking industry.

목차

1. Introduction

2. Literature Review

3. Research Method

4. Results

5. Conclusion

References

키워드

E-Banking Customer Satisfaction Banking Services Reliability Saudi Arabia