The Impact of E-Banking on Service Quality in the Egyptian Banking Sector
| المصدر: | مجلة كلية التجارة للبحوث العلمية |
|---|---|
| الناشر: | جامعة الإسكندرية - كلية التجارة |
| المؤلف الرئيسي: | Mahfouz, Marwa (Author) |
| مؤلفين آخرين: | Khourshed, Nevien (Co-Author) |
| المجلد/العدد: | مج53, ع1 |
| محكمة: | نعم |
| الدولة: |
مصر |
| التاريخ الميلادي: |
2016
|
| الشهر: | يناير |
| الصفحات: | 1 - 28 |
| DOI: |
10.21608/ACJ.2016.62346 |
| ISSN: |
1110-7588 |
| رقم MD: | 992802 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Customer Satisfaction | Electronic Banking Services | Service Quality
|
| رابط المحتوى: |
الناشر لهذه المادة لم يسمح بإتاحتها. |
| المستخلص: |
Purpose This study aims to examine the vari-ous Egyptian customers‟ usage patterns of banking services in an attempt to pr-ovide a better understanding of factors affecting customer's decision of using the electronic banking services. Design/methodology/approach A total of 400 questionnaires were di-stributed to a convenience sample of cu-stomers. No category was used in the sample selection in order to avoid bias; the only condition was that respondents should have bank's account. Findings Findings revealed that about 88.85% of sample was users of automated teller machine, internet banking, and mobile banking. However, still a considerable number of them prefer to visit the br-anch at least once monthly. Research limitations/implications The study was confined to banks in Alexandria, which may not represent the entire Egyptian population. The study also focused on banks‟ customers and it didn't take into consideration the opin-ion of banks‟ managers and employees. Originality/value This paper introduces theoretical and practical understanding of the impact of e-banking on service quality in the Egy-ptian banking sector. |
|---|---|
| ISSN: |
1110-7588 |
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