The reality of the quality of electronic banking services in commercial banks

(A field study on the Sahara Bank, Sorman branch, Libya)

Abstract

Banking services are considered one of the most important economic activities, as banks in all countries seek to create a banking environment capable of keeping pace with all current developments, by taking advantage of the technological revolution and advanced systems. Perhaps one of the most prominent things that banks want to prove is to leave their traditional environment and use and provide services. Electronic banking for its customers in order to raise and advance the level of banking service on the one hand, and to obtain customer satisfaction, expand the circle of those dealing with it, and increase competitiveness on the other hand. Therefore, many researchers and those interested in this aspect have devoted themselves to studying it and studying the quality of electronic banking services provided by commercial banks and customer and customer satisfaction. These services, and among those studies is this study, which aims to identify the quality of electronic banking services, taking the Sahara Bank in the city of Sorman as a model, and to identify the degree of customer and client satisfaction with those services provided by this bank, with a sample of (2000) of the bank’s clients and customers. Deserts in the city of Sorman. The study also used the descriptive analytical approach to achieve its objectives. It also used the questionnaire as a tool for collecting data and information. It also used many statistical methods, including the arithmetic mean, standard deviation, percentage, relative weight, t-test, Cronbach’s alpha reliability coefficient, and Pearson correlation and the reliability coefficient using the split-half method. The results of this study resulted in a significant decline in the level of electronic banking services provided by the Sahara Bank in the city of Sorman, and that these services do not meet the requirements of clients and customers, and do not keep pace with the era of technology in terms of speed, time saving, and speed of response and response to questions. Customer inquiries, lack of benefit from the electronic banking services provided, and difficulty in benefiting from these services. The results of this study also resulted in the dissatisfaction of customers and clients with the electronic banking services provided by this bank. The results of this study also resulted in the absence of statistically significant differences in The level of responses of the study sample members, which is attributed to the gender variable (males/females).