The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon

Ebrucan İslamoğlu; Ahmad Hassan

Makale detayları

The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon

Yazarlar:

Ebrucan İslamoğlu | Ahmad Hassan

Yayıncı:

Ataturk University

Ana Başlıklar:

Katılım Bankacılığı

Dergi:

Trends in Business and Economics Vol.39 Issue 4, pp.584-603

Belge Tipi:

Makale

Yayın Tarihi:

10/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001360142

pISSN:

2822-2652

Anahtar kelimeler:

Özet:

 This research examines the impact of electronic banking services ease of use, time savings, privacy, and security on customer satisfaction in Islamic banks in Lebanon, specifically Al Baraka Bank and Arab Finance House. A 40-item questionnaire was administered to 212 randomly selected participants, with data analyzed using SPSS 26. The reliability of the survey was confirmed with a Cronbachs Alpha coefficient of 0.939, indicating strong validity. The findings stress the importance of Islamic banks regularly monitoring and improving their electronic banking services to sustain customer satisfaction. The study recommends that banks assess customer satisfaction periodically, embrace technological advancements, introduce new digital channels, and improve existing ones. These strategies are crucial for increasing customer loyalty, gaining competitive advantages, and positioning Islamic banks ahead of conventional banks, especially in challenging times.

 This research examines the impact of electronic banking services ease of use, time savings, privacy, and security on customer satisfaction in Islamic banks in Lebanon, specifically Al Baraka Bank and Arab Finance House. A 40-item questionnaire was administered to 212 randomly selected participants, with data analyzed using SPSS 26. The reliability of the survey was confirmed with a Cronbachs Alpha coefficient of 0.939, indicating strong validity. The findings stress the importance of Islamic banks regularly monitoring and improving their electronic banking services to sustain customer satisfaction. The study recommends that banks assess customer satisfaction periodically, embrace technological advancements, introduce new digital channels, and improve existing ones. These strategies are crucial for increasing customer loyalty, gaining competitive advantages, and positioning Islamic banks ahead of conventional banks, especially in challenging times.

 This research examines the impact of electronic banking services ease of use, time savings, privacy, and security on customer satisfaction in Islamic banks in Lebanon, specifically Al Baraka Bank and Arab Finance House. A 40-item questionnaire was administered to 212 randomly selected participants, with data analyzed using SPSS 26. The reliability of the survey was confirmed with a Cronbachs Alpha coefficient of 0.939, indicating strong validity. The findings stress the importance of Islamic banks regularly monitoring and improving their electronic banking services to sustain customer satisfaction. The study recommends that banks assess customer satisfaction periodically, embrace technological advancements, introduce new digital channels, and improve existing ones. These strategies are crucial for increasing customer loyalty, gaining competitive advantages, and positioning Islamic banks ahead of conventional banks, especially in challenging times.

 Bu araştırma, Lübnandaki İslami bankalarda özellikle Al Baraka Bankası ve Arab Finance House elektronik bankacılık hizmetlerinin kullanım kolaylığı, zaman tasarrufu, gizlilik ve güvenlik müşteri memnuniyeti üzerindeki etkisini incelemektedir. 212 rastgele seçilen katılımcıya 40 maddelik bir anket uygulanmış ve veriler SPSS 26 kullanılarak analiz edilmiştir. Anketin güvenilirliği, 0.939luk bir Cronbach Alpha katsayısı ile doğrulanmış ve bu da güçlü bir geçerliliği göstermektedir. Araştırma bulguları, İslami bankaların müşteri memnuniyetini sürdürebilmek için elektronik bankacılık hizmetlerini düzenli olarak izlemeleri ve iyileştirmeleri gerektiğini vurgulamaktadır. Çalışma, bankaların müşteri memnuniyetini periyodik olarak değerlendirmelerini, teknolojik yenilikleri benimsemelerini, yeni dijital kanallar sunmalarını ve mevcut kanalları iyileştirmelerini önermektedir. Bu stratejiler, müşteri sadakatini artırmak, rekabet avantajı sağlamak ve özellikle zorlu dönemlerde İslami bankaların, geleneksel bankaların önünde konumlanmalarına yardımcı olmak için kritik öneme sahiptir.

Makale detayları

The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon

Yazarlar:

Ebrucan İslamoğlu | Ahmad Hassan

Yayıncı:

Ataturk University

Ana Başlıklar:

Katılım Bankacılığı

Dergi:

Trends in Business and Economics Vol.39 Issue 4, pp.584-603

Belge Tipi:

Makale

Yayın Tarihi:

10/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001360142

pISSN:

2822-2652

Service Quality

E-Banking Services

Islamic Banks in LübnanHizmet Kalitesi

E-Bankacılık Hizmetleri

Lübnan’ daki İslami Bankalar.

Sayı

Makale detayları

The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon

Yazarlar: Ebrucan İslamoğlu | Ahmad Hassan

Yayıncı: Ataturk University

Ana Başlıklar: Katılım Bankacılığı

Dergi: Trends in Business and Economics Vol.39 Issue 4, pp.584-603

Belge Tipi: Makale

Yayın Tarihi: 10/2025

Belge Dili: İngilizce

Document ID (Org No.): 2001360142

pISSN: 2822-2652

Service Quality

E-Banking Services

Islamic Banks in LübnanHizmet Kalitesi

E-Bankacılık Hizmetleri

Lübnan’ daki İslami Bankalar.

Sayı

Yazarlar:

Ebrucan İslamoğlu | Ahmad Hassan

Yayıncı:

Ataturk University

Ana Başlıklar:

Katılım Bankacılığı

Dergi:

Trends in Business and Economics Vol.39 Issue 4, pp.584-603

Belge Tipi:

Makale

Yayın Tarihi:

10/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001360142

pISSN:

2822-2652