The impact of e-banking service quality on the sustainable customer satisfaction: Evidence from the Saudi Arabia commercial banking sector

Abstract

The banking sector around the globe has witnessed a huge development in its services and products. The electronic banking services are considered as a competitive advantage for the banking sector. The purpose of this paper is to evaluate the effectiveness of e-banking service quality on customer satisfaction in the context of Saudi Arabian commercial banks. Both quantitative and qualitative research methods were used in the study. A sample of 308 customers from the banking sector participated in this study. The researchers have developed a self-structured questionnaire to collect the relevant data. In addition, secondary data was gathered from published sources, including websites, journal papers, and publications of the chosen commercial banks. The findings of this study show that the eight service quality dimensions; reliability, transactional efficiency, customer support, service security, ease of use, performance, satisfaction with service quality and service content have a significant impact on the level of user's satisfaction with e-banking in the Saudi Arabian commercial banks.