Factors Influencing Customer Satisfaction on E-Banking Services: A Study of Libyan Banks

Abstract

This study aimed to investigate the factors influencing customer satisfaction with e- banking services in Libyan banks, with a focus on perceived usefulness, perceived ease of use, perceived credibility, and customer attitude. A descriptive research design with a quantitative research approach was used, and data was collected through a questionnaire distributed online to 215 e-banking users. The findings revealed that perceived usefulness, perceived ease of use, perceived credibility, and customer attitude have a significant positive impact on customers' satisfaction with e-banking services. Customer attitude was found to be the most important factor, followed by perceived ease of use, perceived credibility, and perceived usefulness. The results of this study can be useful for banks in Libya in improving their e- banking services to enhance customers' satisfaction. Banks should prioritize improving customer attitudes towards e-banking services, followed by enhancing the ease of use and credibility of their platforms. Banks should also consider promoting the perceived usefulness of their e-banking services to further increase customer satisfaction. By taking these actions, banks can attract and retain more customers while staying competitive in the digital age. Additionally, these findings can contribute to the existing literature on e-banking services and customer satisfaction, providing valuable insights for future research.

Factors Affecting Young Malaysia Non- Adoption of Online Banking

“…Additionally, according to the research, perceived utility can have a direct impact on users' intentions to use internet banking, as the Technology Acceptance Model (TAM) explained. Perceived utility has been identified as the key factor influencing customers' adoption of online banking in prior research (Almansour & Elkrghli, 2023). As a result, this research postulates that consumers' intentions to adopt online banking will be significantly impacted by perceived usefulness.…”

Driving Digital Transformation: Analyzing the Impact of Internet Banking on Profitability in the Saudi Arabian Banking Sector

“…In a recent study, Almansour and Elkrghli (2023) explore the factors affecting customer satisfaction with e-banking services in Libyan banks. The authors focus on key dimensions such as perceived usefulness, perceived ease of use, perceived credibility, and customer attitude.…”

Investigating E-Banking Service Quality in Islamic Banking: A Moderated Mediation Approach

“…development of mobile banking is due to increasing innovation and product offerings. In addition, another reason is that the number of cell phones is evenly distributed throughout the world (Almansour & Elkrghli, 2023;Kleppang et al, 2023;Nurochani et al, 2023;Rezeki et al, 2023;Tetteh, 2022) which contributes to enhanced security and the effectiveness of financial transactions made online. As a result, most companies use money online (Laukkanen & Kiviniemi, 2010;Tam & Oliveira, 2016).…”

“…The improvement of their e-banking services aims to enhance customer satisfaction (Almansour & Elkrghli, 2023). Loyalty is a major concern in the banking industry due to high client expectations and intense competition between banks (Rasheed et al, 2015).…”