Electronic banking services quality and its impact on customer satisfaction: A comparative study amongst public and private banks' branches in the city of Hama


Abstract in English

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

Download