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Register a new userElectronic banking services quality and its impact on customer satisfaction: A comparative study amongst public and private banks' branches in the city of Hama
جودة الخدمات المصرفية الإلكترونية و أثرها في رضا العميل: دراسة مقارنة بين فروع المصارف العامة و الخاصة في مدينة حماة
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تهدف هذه الدراسة إلى التعرف على أثر جودة الخدمات المصرفية الإلكترونية في رضا العميل في كل من مصارف القطاعين العام و الخاص في مدينة حماة, بالإضافة إلى معرفة الاختلاف في تقييم كل من جودة الخدمات المصرفية الإلكترونية و رضا العميل بين هذين القطاعين.
This study aims at identifying the impact of electronic banking services quality on customer satisfaction amongst public and private banks' branches in the city of Hama. Furthermore, identifying the difference in assessing each of electronic banking services quality and customer satisfaction among these two sectors.
References used
AL-HAWARI, M; WARD, T ,2006. The Effect of Automated Service Quality on customer Satisfaction. Marketing Intelligence and Planning. Vol 24, 2, 127-147
BAUER, H; HAMMERSCHMIDT, M; FALK, T, 2005. Measuring the Quality of E-banking Portals. International Journal of Bank Marketing. Vol 23, 2, 153-175
BELBI, R, 2012, The Impact of Internet Banking Service Quality on customer Satisfaction in the Banking Sector of Ghana, Master's Thesis, Blekinge Institute of Technology, Sweden
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This study aims to identify the impact of the quality of banking service dimensions (tangibles, reliability, assurance, empathy and responsiveness) on customer satisfaction in the Bank of Syria and Overseas.
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profitability.
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