The quality of electronic banking services and their reflection on customer satisfaction: A field study on the Iraqi Trade Bank in Karbala-Iraq

Abstract

The research aim to identify the level of quality of electronic banking services provided by the Iraqi Trade Bank with its dimensions "ease, time, confidentiality, and security" and its impact on the satisfaction of its customers, as its importance is evident by providing the bank with an information base on the level of satisfaction of its customers on the level of the quality of the actual electronic banking services provided to them. because the recent technological developments and increasing competition between banks in the acceleration of providing banking services electronically, This prompted banks to pay attention to the quality of their electronic services to meet the needs of their customers and achieve their satisfaction to preserve them, and the research used the statistical descriptive and analytical approach to test its hypotheses, while the research community was one of the customers of the Iraqi Trade Bank in the city of Karbala. A sample consisted of (221) university professors in the city of Karbala, and to analyze data and test hypotheses, the research used the statistical program (SPSS), and reached a set of results, the most important of which are: The electronic banking services provided by the Iraqi Trade Bank in the city of Karbala are of high quality. From the point of view of its customers, there is also a significant statistical impact of the quality of electronic banking services in its dimensions: "ease, time, confidentiality, safety." Independently for each dimension to the satisfaction of the bank's customers, and the most important recommendations of the research were: Maintaining the level of quality of banking services in the dimensions used by research, and conducting periodic research by the bank, to determine the quality of electronic banking services and the extent to which they achieve the satisfaction of its customers to preserve them, especially the expectations and desires of customers It varies from one customer to another and from time to time, as well as the continuous changes in the field of technology, which may be reflected in the change of their desires and needs.