The Role of Electronic Banking Services in Increasing The Level of Customer Satisfaction (A Field Study on the Syrian Commercial Bank -Latakia Branch))

The research aims at finding out the role of the electronic banking services provided by the Commercial Bank of Syria in increasing customers' satisfaction, as well as focusing on customers' satisfaction because of its importance and its role in achieving the competitive advantage in the delivery of services in the banking sector, which represents an area of competition between public banks and private banks. Also, it aims at stating the extent of the employees' participation in the bank under study regarding their eagerness to achieve customers' satisfaction. At the end, the research presents a summary of the most important findings. It also presents some proposals and recommendations that will further improve the level of electronic banking services and achieving customers' satisfaction inorder to compete at a global level through a field study using a questionnaire designed for this purpose.

أثر الخدمات المصرفية الإلكترونية في الأداء المالي للمصارف (دراسة تطبيقية على المصارف العامة في الجمهورية العربية السورية)

This study aims at investigating the effect shown by the electronic banking services in the bank financial performance throughout making an applying study on the public banks working in Syria. The Syrian Real Estate Bank has been chosen as a unit for analysis and inspection. It is considered one of the first banks that adopted the electronic banking work concept as well as providing electronic banking services in Syria. It was provided with the financial data, before provision the electronic services, which paved the way to make a statistical study and served the purpose of the research. The study was carried out from 1995 till 2013.

The Role of Electronic Banking Services in Increasing The Level of Customer Satisfaction (A Field Study on the Syrian Commercial Bank - Latakia Branch)

The research aims at finding out the role of the electronic banking services provided by the Commercial Bank of Syria in increasing customers' satisfaction, as well as focusing on customers' satisfaction because of its importance and its role in achieving the competitive advantage in the delivery of services in the banking sector, which represents an area of competition between public banks and private banks. Also, it aims at stating the extent of the employees' participation in the bank under study regarding their eagerness to achieve customers' satisfaction. At the end, the research presents a summary of the most important findings. It also presents some proposals and recommendations that will further improve the level of electronic banking services and achieving customers' satisfaction inorder to compete at a global level through a field study using a questionnaire designed for this purpose.