The Impact of Electronic Banking Service Quality on Customer Satisfaction: A Case Study of Al-Jumhouria Bank in Al-Jufra, Libya

Abstract

The study aimed to evaluate the quality of e-banking services at Al-Jumhouria Bank and identify the factors influencing customer satisfaction. The results indicated that the overall quality of e-banking services was high, with arithmetic means ranging between 3.07 and 3.74. Statistical analysis revealed significant effects of ease of use (Spearman's coefficient = 0.613), security and confidentiality (Spearman's coefficient = 0.601), and integration and time-saving (Spearman's coefficient = 0.604) on customer satisfaction. Additionally, a moderate but statistically significant effect of Islamic perspective compliance was observed (Spearman's coefficient = 0.40). These findings highlight the importance of both traditional service quality factors and cultural-religious considerations in enhancing customer satisfaction. The study provides practical recommendations for banks to improve their electronic services, particularly in contexts where Islamic compliance is a priority.