The Impact of Electronic Banking Service Quality on Customer Satisfaction in Participation Banks: A Case Study of Lebanon

Year 2025, Volume: 39 Issue: 4, 585 - 603

Ebrucan İslamoğlu , Ahmad Hassan

https://doi.org/10.16951/trendbusecon.1632324

Abstract

This research examines the impact of electronic banking services (ease of use, time savings, privacy, and security) on customer satisfaction in Islamic banks in Lebanon, specifically Al Baraka Bank and Arab Finance House. A 40-item questionnaire was administered to 212 randomly selected participants, with data analyzed using SPSS 26. The reliability of the survey was confirmed with a Cronbach's Alpha coefficient of 0.939, indicating strong validity. The findings stress the importance of Islamic banks regularly monitoring and improving their electronic banking services to sustain customer satisfaction. The study recommends that banks assess customer satisfaction periodically, embrace technological advancements, introduce new digital channels, and improve existing ones. These strategies are crucial for increasing customer loyalty, gaining competitive advantages, and positioning Islamic banks ahead of conventional banks, especially in challenging times.

Keywords

Service Quality , E-Banking Services , Islamic Banks in Lübnan

Ethical Statement

This study has been prepared in accordance with the rules of scientific research and publication ethics. Ethics Committee approval of the research was received by the decision of Nevşehir Hacı Bektaş Veli University Social and Human Sciences Ethics Committee Presidency 10.04.2023 dated and numbered 2300026358.

Katılım Bankalarında Elektronik Bankacılık Hizmetlerinin Müşteri Memnuniyetine Etkisi: Lübnan Örneği

Abstract

Bu araştırma, Lübnan'daki İslami bankalarda (özellikle Al Baraka Bankası ve Arab Finance House) elektronik bankacılık hizmetlerinin (kullanım kolaylığı, zaman tasarrufu, gizlilik ve güvenlik) müşteri memnuniyeti üzerindeki etkisini incelemektedir. 212 rastgele seçilen katılımcıya 40 maddelik bir anket uygulanmış ve veriler SPSS 26 kullanılarak analiz edilmiştir. Anketin güvenilirliği, 0.939'luk bir Cronbach Alpha katsayısı ile doğrulanmış ve bu da güçlü bir geçerliliği göstermektedir. Araştırma bulguları, İslami bankaların müşteri memnuniyetini sürdürebilmek için elektronik bankacılık hizmetlerini düzenli olarak izlemeleri ve iyileştirmeleri gerektiğini vurgulamaktadır. Çalışma, bankaların müşteri memnuniyetini periyodik olarak değerlendirmelerini, teknolojik yenilikleri benimsemelerini, yeni dijital kanallar sunmalarını ve mevcut kanalları iyileştirmelerini önermektedir. Bu stratejiler, müşteri sadakatini artırmak, rekabet avantajı sağlamak ve özellikle zorlu dönemlerde İslami bankaların, geleneksel bankaların önünde konumlanmalarına yardımcı olmak için kritik öneme sahiptir.

Keywords

Hizmet Kalitesi , E-Bankacılık Hizmetleri , Lübnan’ daki İslami Bankalar.

Ethical Statement

Bu çalışma bilimsel araştırma ve yayın etiği kurallarına uygun olarak hazırlanmıştır. Araştırmanın Etik Kurul onayı Nevşehir Hacı Bektaş Veli Üniversitesi Sosyal ve Beşerî Bilimler Etik Kurul Başkanlığı'nın 10.04.2023 tarih ve 2300026358 sayılı kararıyla alınmıştır.

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