مجلة القيمة المضافة لاقتصاديات الاعمال
Volume 4, Numéro 2, Pages 1-20
2023-07-02
The Mediation Role Of Customer Satisfaction Between E-banking Service Quality And Loyalty In Ksa
Authors : Laghouag Abderrazak Ahmed Zian .
Abstract
This study aims to investigate the causal relationship between E-banking service quality offered by banks operating in KSA and customer loyalty through the mediation role of customer satisfaction. The methodology relied on the development of a research questionnaire to survey about 385 customers of e-banking in KSA. The findings show the high positive impact of responsiveness and technology development on customer satisfaction while the tangibility, reliability and security still present critical factors to keep the customer satisfied and loyal. This study presents some practical implications through providing the banks managers an in-depth understanding about the status quo of e-banking service quality ann the shorcomings related to its dimesions. According to the study originality, this latest provides insights into e-banking qulity service dimensions and their impact on customer satisfaction and loyalty as well as it provides directives to banks managers to be willing to the untapped opportunies associated with the lack of bolsting all the e-banking quality dimesions.
Keywords
Customer Satisfaction E-banking Service Quality Loyalty رضا العملاء، جودة الخدمة المصرفية الإلكترونية، الولاء.
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