The Impact of Electronic Services Quality on Customer Satisfaction "An Applied Study on Commercial Banks in Alexandria Governorate"

Electronic services are considered one of the basic elements in the modern era, as many people depend on them and the need to use technology and the Internet to meet their various needs in transactions. Banks constitute a fundamental pillar in the economic development of any nation and have witnessed rapid transformations over recent decades due to continuous innovations and updates in electronic banking services. The current study examined the behavior of customers at four leading commercial banks in Alexandria Governorate, Arab Republic of Egypt—namely, the National Bank of Egypt, Banque Misr, Banque du Caire, and the Commercial International Bank. The study utilized a dataset comprising approximately 3.294.950 users of electronic banking services; the sample consisted of 384 stratified random units analyzed using SPSS software.
The study revealed significant results reflecting a direct correlation between the quality of these services and customer satisfaction. It was found that improving the quality of electronic services positively contributes to enhancing customer satisfaction. However, the study also uncovered that banks do not pay adequate attention to the continuous improvement in delivering their electronic banking services, as there is a lack of clear and effective instructions and guidance for customers on how to properly use these services.